Senior Support Engineer

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day.

So why work at Kyndryl? We are always moving forward always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

We are searching for a talented and passionate Senior Support Engineer to join our growing Customer Success team. Our Support Team is uniquely respected by our customers as well as our Engineering and Product Management Teams for being collaborative, knowledgeable, and going above and beyond to make our customers successful.

Skytap Cloud modernizes the infrastructure, processes, and architecture of traditional enterprise applications. Our service enables enterprises to migrate their core applications to the cloud unchanged from the operating system to unique networking topologies.

Once in Skytap Cloud, our customers improve business agility by parallel processing development and testing, modernizing the technology and processes used to create and enhance their most valuable applications.

Hundreds of enterprise customers use Skytap Cloud to accelerate release cycles, deliver new features faster, release higher quality software, and optimize IT costs.

The role of Support Engineer is critical for Kyndryl, consisting of front-line customer support and helping triage difficult customer issues.

This position is primarily responsible for supporting existing customers to ensure their continued success with Kyndryl.

We do whatever it takes to make that happen : this includes fielding cases by email, phone call, and screen sharing. While our primary role is post-sales customer success, we also work with the pre-sales teams to onboard new customers, and get them settled into our amazing, unique product.

Case topics range greatly in variety : any Operating System that can be virtualized and run in VMware or IBM Power platform can run in Skytap Cloud.

The onus is on us to not only prove that an issue a customer may be experiencing is not related to a Kyndryl problem, but to also go above and beyond to ensure that issue is resolved.

Thus, you may be a Linux expert today, and a Windows expert tomorrow. The possibilities are truly endless!

The role provides a wide variety of challenges, new and exciting things to learn and problems to solve every day!

SHIFT HOURS : 4AM - 12PM Pacific Standard Time

Your Future at Kyndryl

Every position at Kyndryl offers a way forward to grow your career. As an expert in your respective domain, you have several career paths available to you.

Whether you progress as an Architect or a Specialist you can find your next opportunity here.

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.

Who You Are

Your Responsibilities :

Be an expert in both Microsoft and Linux Operating Systems

Understand Virtualization, and how it can be used to address end-user challenges

Have a strong background with VMware Virtualization technologies

Assist customers with building multi-tier and other complex environments in Skytap

Work closely with the sales team to ensure customer success and satisfaction

Engages as a subject matter expert within the support organization as well as with customers and partners.

Use deep knowledge to influence direction of the organization.

Drives establishment of Support processes and procedures to contribute to the efficiency of the organization.

Engages with a broader team with seasoned people management skills, clear and compelling communications and emotional intelligence.

Provides mentorship or lead responsibilities to other team members. Build and facilitates cross functional partnerships.

Works on cross functional teams to identify risks, resolve issues and avoid disruptions affecting the business.

Provide front-line customer support via email, screen sharing, and phone calls

Write technical documents and solutions guides

Your Skill Set :

Extensive exposure to Windows Desktop / Server and / or Linux Operating systems

Mac OS X desktop and application experience

Experience using VMware or other virtualization technologies

Experience with IBM Power Systems a plus

Baseline understanding of application-level networking (Layer 4 and above)

Ability to debug customer problems at the Linux and Windows admin levels (Windows Domains, use of command line tools, etc)

Excellent written, verbal, and interpersonal skills

Ability to problem solve solo, as well as ability to function within a tight-knit group

Excellent project planning and time management skills

Must be maniacal about customer success

Drive and execution towards successful outcomes for customers and ensuring complete satisfaction

Off hours on / call work required each month

Knowledge / experience with at least one scripting language (Python, Ruby, etc) is a plus

Experience in post-sales, customer support, or pre-sales role is a plus

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences.

But we’re not doing it single-handily : Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice.

This dedication to welcoming everyone into our company means that Kyndryl gives you and everyone next to you the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture.

That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value.

Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter wherever you are in your life journey.

Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more.

Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.

At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.