The RoleAre you ready to join the team of software engineering experts at Kyndryl? We are seeking a talented Product Support Engineer - Level 2 to contribute to our software engineering space and provide critical skills required for the development of cutting-edge products.
Key responsibilities- Perform advanced troubleshooting across software, platform, integration, networking, virtualization, and customer deployment layers.
- Analyze complex product issues, logs, traces, dumps, configurations, environmental conditions, and diagnostic outputs.
- Reproduce customer issues in representative environments and validate workarounds, patches, or other approved solutions.
- Support root-cause analysis and identify feasible workaround options while engineering investigation continues.
- Identify, document, validate, and track suspected defects; prepare complete technical evidence for L3/Product Engineering.
- Coordinate technical escalations and communicate progress, risks, next steps, and expected timelines through approved channels.
- Provide technical guidance to L1 engineers and improve troubleshooting procedures and knowledge content.
- Collaborate with Product Engineering, Customer Support, Professional Services, and other teams during investigation and handoff.
Operational boundaries- Operate within Wind River support processes, tools, service-level objectives, escalation procedures, and governance requirements.
- Support defect identification, documentation, reproduction, validation, and engineering coordination. Customer retains product ownership, defect prioritization, engineering resolution decisions, product roadmap decisions, release decisions, and commercial commitments.
- Complete required onboarding, product training, security, compliance, access, and operational readiness activities before deployment.
Required qualifications and capabilities- Demonstrated product or enterprise technical support experience in complex software, embedded systems, cloud platforms, or related technology domains.
- Advanced troubleshooting, diagnostic analysis, issue reproduction, solution validation, and technical documentation capability.
- Experience with defect management, escalation management, root-cause support, and workaround development.
- Ability to explain complex technical findings clearly to customers and cross-functional stakeholders.
- Ability to mentor L1 resources and contribute to operational and knowledge-management improvements.
Wind River product and technology skills- Hands-on depth in one or more Wind River domains: VxWorks, Wind River Linux, hypervisor technologies, or Wind River Cloud Platform.
- Linux administration, system diagnostics, kernel/user-space troubleshooting, log analysis, and performance investigation.
- Cloud-native technologies and Kubernetes environments for applicable queues.
- Networking, virtualization, integration, and customer deployment architecture troubleshooting.
- Embedded systems toolchains, compilers, debuggers, IDEs, and issue reproduction environments.
- Ability to learn additional Wind River products through formal product training and knowledge transfer.
The compensation range for the position in the U.S. is - $92,040 to $174,840 based on a full-time schedule. Your actual compensation may vary depending on your geography, job-related skills and experience. For part time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.
There is a different applicable compensation range for the following work locations:
California (San Francisco Bay Area): $110,400 to $209,880
California (All Other): $101,280 to $192,360
Colorado: $92,040 to $174,840
Massachusetts: $92,040 to $192,360
New York City: $110,400 to $209,880
Washington: $101,280 to $192,360
Washington DC: $101,280 to $192,360
This position will be eligible for Kyndryl's discretionary annual bonus program, based on performance and subject to the terms of Kyndryl's applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave, and paid time off. Note: If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program.
Applications will be accepted on a rolling basis.
