Technical Support Engineer - Confluent

At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world. As a Technical Support Engineer in Global Technical Support, you will help Confluent customers successfully run and scale their data streaming environments. You will own customer support cases across production and non-production environments, investigate issues across Confluent products and related technologies, and guide customers toward clear, technically sound resolutions. * Own and resolve customer support cases across priorities, products, environments, and deployment models. * Troubleshoot and diagnose software, configuration, deployment, connectivity, performance, data movement, and integration issues involving Confluent technologies and complementary systems. * Differentiate issues caused by product behavior, configuration, third-party libraries, customer code, or the customer environment. * Define and manage structured problem-resolution plans, including priorities, timelines, dependencies, risks, mitigations, and deliverables. * Communicate clearly and consistently with customers, set appropriate expectations, and keep stakeholders informed throughout the investigation. * Use logs, metrics, documentation, experiments, reproductions, and collaboration to identify root cause and validate solutions. * Work with Engineering and Product teams to drive product quality, provide actionable field feedback, and escalate complex or high-severity issues when needed. * Participate in queue management and follow GTS case-management, escalation, and service-level processes. * Contribute to knowledge sharing through runbooks, knowledge-base articles, troubleshooting guidance, product demos, and internal documentation. * Identify recurring issues and opportunities to improve supportability, workflows, tooling, and customer self-service. * Participate in enablement, mentoring, global collaboration, and on-call or coverage responsibilities as required by the team. * Demonstrate customer focus, accountability, sound prioritization, collaboration, and commitment to high-quality outcomes. * 4+ years’ experience in Applied experience troubleshooting distributed systems, data platforms, cloud infrastructure, or enterprise software in a customer-facing or production-support environment. * Working knowledge of Apache Kafka, Confluent Platform, Kafka Connect, or comparable streaming and messaging technologies. * Practical experience with Linux administration and troubleshooting, including resource contention, networking, and system-level diagnostics. * Operational knowledge of Java/JVM applications or at least one programming language; familiarity with thread and heap analysis is beneficial. * Ability to investigate problems independently, recognize when additional expertise is required, and use documentation, tooling, and collaboration effectively. * Strong written and verbal communication skills, including the ability to explain complex technical topics to audiences with different levels of expertise. * Strong customer empathy, ownership, attention to detail, and judgment when managing competing priorities. * Ability to work effectively across Support, Engineering, Product, Customer Success, Sales, and other partner teams. * Ability to work in a global support environment and participate in coverage or on-call responsibilities as required. * Commitment to continuous learning in a rapidly evolving technical domain. • Familiarity with IT Service Management: Exposure to IT service management principles and practices, including problem management, incident management, and change management, to drive improvements and solutions within IBM. • Understanding of Cloud-based Solutions: Experience working with cloud-based solutions and technologies to analyze diagnostic information, troubleshoot, and debug client IT environment issues. • Knowledge of IBM Products: Exposure to IBM products and services, including their features, functionality, and technical requirements, to act as a trusted advisor for successful utilization. India Software Engineering Remote Professional Bangalore, IN (0063) IBM India Private Limited