Technical Support Specialist
About the role
This role provides structured product-oriented support for a Kyndryl client’s embedded, real-time, Linux, cloud-edge, and platform software environments. The role provides Level 1 and/or Level 2 support, including case triage, diagnostics, issue reproduction, technical investigation, root-cause support, workaround assistance, case documentation, and escalation support within customer-defined support systems and communication standards.
Responsibilities
- Level 1 case intake, triage, diagnostic information collection, known-solution guidance, next-step communication, case status tracking, and issue reproduction
- Level 2 advanced troubleshooting, technical investigation, root-cause support, workaround development, and deeper issue reproduction across software, platform, and integration layers
- Supporting complex customer environments including lab, integration, platform, and certification-related contexts
- Documenting solutions, contributing to knowledge resources, mentoring support engineers, and improving processes
- Escalating defects, product issues, security concerns, or certification/compliance questions through approved channels
- Operating within defined role boundaries without making architectural, compliance, or security posture commitments
Requirements
- 0-3 years of experience in Customer Service or Technical Support
- Experience with Cisco Nexus and IOS technologies
- Experience with F5 ASM and LTM configuration and troubleshooting
Qualifications
- Good at what you do and possess the required experience to prove it
- Growth mindset; keen to drive personal and professional development
- Customer-focused; prioritizes customer success in work
- Open and borderless; naturally inclusive in working with others
Skills
- Not specified
Benefits
- Comprehensive benefits package including medical and dental coverage, disability, retirement benefits, paid leave, and paid time off
- Discretionary annual bonus program based on performance and subject to the terms of Kyndryl’s applicable plans
Pay
Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies. Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.