We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.
Technical Support
Location
Germany
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support
Kyndryl
• Provide structured product-oriented support for clients' embedded, real-time, Linux, cloud-edge, and platform software environments • Provide 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 • Support complex customer environments such as lab, integration, and certification-related contexts • Document solutions, contribute to knowledge resources, mentor support engineers, and improve processes • Escalate defects, product issues, security concerns, and certification/compliance questions through approved channels
Job Requirements
- 0-3 years of experience in Customer Service or Technical Support
- Experience with Cisco Nexus and IOS technologies
- Experience with F5 ASM and LTM configuration and troubleshooting
Benefits
- Flexible working environment
- Wellness programs
- Professional development opportunities
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SupportYourAppSupport-as-a-Service that helps companies scale faster by taking care of their customers’ needs.
• Deliver outstanding technical support via chats and emails; • Lead high-volume customer onboarding sessions via video calls; • Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes; • Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements; • Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality; • Maintain and improve customer-facing documentation and self-service resources in GitBook; • Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management; • Run recurring support retrospectives and surface trends for prioritization and improvement; • Create and maintain structured tickets and contribute to workflow improvements in Zendesk and Linear; • Review and optimize Inkeep (AI chatbot) conversations, adjusting rules, flows, and content to continuously improve automated responses.
• Soporte remoto: Atención y resolución de tickets en equipos de sucursales, sistemas POS, redes, impresoras y sistemas operativos. • Atención 24/7: Recepción y seguimiento de reportes vía telefónica, WhatsApp y correo, garantizando tiempos de respuesta adecuados. • Gestión de usuarios y seguridad: Registro de usuarios en plataformas de soporte y bloqueo de llamadas maliciosas. • Proyectos especiales: Participación en capacitaciones, pruebas piloto y soporte para la implementación de nuevos sistemas.
