Senior Support Engineer

3 weeks ago

Phoenix AZ United States Hispanic Technology Executive Council Full time
Who We AreAt 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 RoleWe 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 unchangedfrom 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 daySHIFT HOURS: 4AM - 12PM Pacific Standard TimeYour 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 AreYour 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 guidesYour 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 plusThe compensation range for the position in the U.S. is $74,640 to $141,960 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:$82,200 to $170,280 Colorado: $74,640 to $141,960 New York City: $89,640 to $170,280 Washington: $82,200 to $156,240 Washington DC: $82,200 to $156,240 This position will be eligible for Kyndryls discretionary annual bonus program, based on performance and subject to the terms of Kyndryls 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.Being YouDiversity is a whole lot more than what we look like or where we come from, its how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But were 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. Thats the Kyndryl Way.What You Can ExpectWith 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.Get Referred
      If you know someone that works at Kyndryl, when asked How Did You Hear About Us during the application process, select Employee Referral and enter your contact's Kyndryl email address.

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