Product Support Engineer, Level 2

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct advanced troubleshooting across software, platforms, integrations, networking, virtualization, and customer deployment layers.

• Evaluate intricate product issues, logs, traces, dumps, configurations, environmental conditions, and diagnostic outputs.

• Reproduce customer issues in representative environments and verify workarounds, patches, or approved solutions.

• Assist in root-cause analysis and pinpoint viable workaround options.

• Identify, document, validate, and monitor suspected defects.

• Compile comprehensive technical evidence for L3/Product Engineering.

• Manage technical escalations and communicate updates, risks, next steps, and expected timelines.

• Offer technical support to L1 engineers.

• Enhance troubleshooting procedures and knowledge content.

• Collaborate with Product Engineering, Customer Support, Professional Services, and other teams.

• Operate within Wind River support processes, tools, service-level objectives, escalation procedures, and governance requirements.

• Complete all necessary onboarding, product training, security, compliance, access, and operational readiness activities prior to deployment.

⛳️ Requirements

• Proven experience in product or enterprise technical support within complex software, embedded systems, cloud platforms, or related technological domains.

• Expertise in advanced troubleshooting, diagnostic analysis, issue reproduction, solution validation, and technical documentation.

• Familiarity with defect management, escalation management, root-cause support, and workaround development.

• Capability to communicate complex technical findings clearly to customers and cross-functional stakeholders.

• Ability to mentor L1 resources and contribute to enhancements in operational and knowledge management.

• In-depth hands-on experience in one or more Wind River domains: VxWorks, Wind River Linux, hypervisor technologies, or Wind River Cloud Platform.

• Proficiency in Linux administration, system diagnostics, kernel/user-space troubleshooting, log analysis, and performance investigation.

• Knowledge of cloud-native technologies and Kubernetes environments for relevant queues.

• Skills in troubleshooting networking, virtualization, integration, and customer deployment architecture.

• Familiarity with embedded systems toolchains, compilers, debuggers, IDEs, and issue reproduction environments.

• Willingness to learn additional Wind River products through formal training and knowledge transfer.

• Successful completion of all required onboarding, product training, security, compliance, access, and operational readiness activities prior to deployment.

🏝️ Benefits

• Hands-on experience and learning opportunities.

• Opportunities to obtain certifications in all four major platforms.

• Medical and dental coverage.

• Disability benefits.

• Retirement benefits.

• Paid leave.

• Paid time off.

• Eligibility for Kyndryl’s discretionary annual bonus program, based on performance.

• Comprehensive employee learning programs and access to certifications, including Microsoft, Google, Amazon, and Skillsoft.

• Company-wide volunteering and giving platform.

• Medical or religious accommodations related to client, customer, or partner vaccination policies.