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 RoleKyndryl 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 technologiesLearn to assist customers with troubleshooting multi-tier application environmentsWork closely with the sales team to ensure customer success and satisfactionProvide escalation support to both internal Support Engineers as well as own complex customer facing issuesBe familiar with incident management processesDive deep into complex technical issues and follow through towards resolutionWork with Product Management and Engineering on new product requirements and designWilling to participate in large scale initiatives, organizational projects and improvementsOff hours on-call work required each monthBe 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 perspectiveKnow when to escalate issues to leadership, and be comfortable handing off an issue to someone else either due to sensitivity, magnitude, or shiftYour Future at KyndrylEvery 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 AreKnowledge of enterprise software running on AIX or IBM i Operating SystemsFamiliarity with Oracle or Db2 based systemsExposure to ITIL best practices and workflowsSolid understanding of application-level networkingAbility 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 roleKnowledge/experience with at least one scripting language (Python, Ruby, etc)Being YouDiversity 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 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.Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.