Escalation 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

Kyndryl is looking for a talented and passionate Escalation Engineer to join our growing Customer Success team. In this position you will be responsible for supporting escalations, both from the Customer Support team as well as from internal engineering and operation teams. Our Escalation Team is uniquely respected by both our customers as well as our Engineering and Product Management Teams for being friendly, knowledgeable, and going above and beyond to make our customers successful.

The Escalation Engineer role is critical, focusing as an escalation point for both the internal Support Team as well as other customer facing teams such as Sales and Field Operations. Escalation Engineers are also the primary contact point for Engineering during operation incidents and customer impacting events. This position is primarily responsible for managing the holistic customer experience by conducting deep dive analysis into difficult issues, systemic problems, or product gaps. This role then works closely with Product and Engineering to represent our field facing teams to ensure long term customer success with the Skytap platform, under Kyndryl. We do whatever it takes to make that happen: this includes working with customers via email, phone call, screen sharing, and even performing on-site visits as required. 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.

Your Responsibilities:

• Familiarity with VMware and other Virtualization technologies
• Learn to assist customers with troubleshooting multi-tier application environments
• Work closely with the sales team to ensure customer success and satisfaction
• Provide escalation support to both internal Support Engineers as well as own complex customer facing issues
• Be familiar with incident management processes
• Dive deep into complex technical issues and follow through towards resolution
• Work with Product Management and Engineering on new product requirements and design
• Willing to participate in large scale initiatives, organizational projects and improvements
• Off hours on-call work required each month
• Be able to effectively manage customer facing incidents - whether small in nature (i.e. single host) or large scale (i.e. entire region or global impact)
• On team projects be able to work in tandem with Support Leadership on improvement projects and other non-case work these may include: individual contributions to a project or buildout and ownership of a project or buildout from a project management perspective
• Know when to escalate issues to leadership, and be comfortable handing off an issue to someone else either due to sensitivity, magnitude, or shift

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 Skill Set:

• Working knowledge of enterprise software running on IBM i Operating Systems is required
• Knowledge of enterprise software running on AIX operating systems
• Familiarity with Oracle or Db2 based systems
• Exposure to ITIL best practices and workflows
• Solid understanding of application-level networking
• Ability to debug customer problems at the Linux/Unix admin levels (use of command line tools, system logging, etc)
• Experience in post-sales, customer support, or escalation role
• Knowledge/experience with at least one scripting language (Python, Ruby, etc)

The compensation range for the position in the U.S. is $74,640 to $130,960 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:

Washington: $82,200 to $156,240

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.

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.

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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