Senior Associate, Account Technical Services

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 searching for a talented and passionate Senior Support Engineer to join our growing Customer Success team., supporting Skytap Cloud Services. 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 Senior Support Engineer is critical to Skytap, 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. 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.  The onus is on us to not only prove that an issue a customer may be experiencing is not related to a Skytap 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 role provides a wide variety of challenges, new and exciting things to learn and problems to solve every day!

SHIFT HOURS: 10AM - 6PM 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