Sr Lead, Software Engineering - Development

Job Summary

As a Technical Support professional at Kyndryl, you will provide 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

• Provide Level 1 support by receiving and triaging support cases, collecting diagnostic information, identifying missing data, providing known solutions, communicating next steps, maintaining case status, and attempting issue reproduction.
• Provide Level 2 support by performing advanced troubleshooting, problem analysis, technical investigation, root-cause support, workaround development, and deeper issue reproduction across software, platform, and integration layers.
• Support complex customer environments, including lab, integration, platform, and certification-related contexts, where directed by customer processes.
• Document solutions, develop knowledge resources, mentor support engineers, and contribute to process improvement and customer success outcomes.
• Escalate defects, product issues, security concerns, or certification/compliance questions through approved customer-defined channels.
• Operate within role boundaries: do not make architectural decisions, product commitments, certification determinations, compliance assertions, security posture statements, or unauthorized configuration/code changes.

Requirements

You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

• 5+ experience is required
• Strong troubleshooting and analytical skills across embedded systems, Linux environments, real-time systems, cloud-edge platforms, development tools, networking, and software integration.
• Ability to analyze logs, configurations, customer scenarios, reproduction steps, technical symptoms, and environment-specific data.
• Experience with case management, ITSM tools, support workflows, escalation procedures, customer communications, and knowledge documentation.
• Familiarity with C/C++, Python, shell, Git, Kubernetes, containers, Linux systems, debugging, and embedded development tools.

Preferred skills and experience

• Experience in product support, escalation engineering, technical account support, embedded software support, or platform support.
• Exposure to Linux kernel, BSPs, device drivers, simulation tooling, cloud-edge platforms, or real-time operating systems.
• Experience supporting regulated customer environments where security, compliance, certification, export control, or data-sovereignty guardrails apply.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.