Associate Technical Support Engineer - Confluent in London

Introduction

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.

Your role and responsibilities

Technical Support Engineers work directly with customers to diagnose and resolve complex Apache Kafka and Confluent Platform issues. They support and manage high-priority production cases, build customer trust, and collaborate with Engineering, Product, and other internal teams

In this role you will:

• Investigate and resolve customer issues across production and non-production environments
• Troubleshoot distributed systems, Apache Kafka, Confluent Platform, customer applications, and integrations.
• Support the analysis and resolution of technical incidents and customer escalations.
• Assist in identifying root causes and implementing solutions to customer problems.
• Communicate effectively with customers, providing timely updates and managing expectations.
• Collaborate with Engineering, Product, and Support teams to resolve issues and improve customer outcomes.
• Document troubleshooting steps, resolutions, and best practices in knowledge base articles.
• Contribute to product feedback and help identify opportunities for improving supportability and customer experience.
• Participate in team projects focused on process, tooling, and workflow improvements.
• Take part in on-call rotations and support activities as required.

Required technical and professional expertise

• Established experience of troubleshooting mission-critical distributed systems using a logical and methodical approach.
• Experience troubleshooting and root cause analysis skills.
• Ability to analyse logs, metrics, configurations, source code, and customer environments.
• Strong written and verbal communication skills with the ability to explain complex technical concepts clearly.
• Ability to work independently on ambiguous and technically complex problems.

Preferred technical and professional experience

• Experience deploying and troubleshooting Apache Kafka services, or similar distributed systems.
• Linux system administration.
• Kubernetes, Docker or containerised environments.
• Observability platforms such as Prometheus, Grafana or OpenTelemetry.

IBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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