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

As a Senior Technical Support Engineer in Global Technical Support, you will lead the resolution of Confluent’s most complex customer issues and help raise the technical capability of the wider support organization.



You will work directly with customers on high-impact incidents, ambiguous investigations, and complex escalations while providing calm, credible technical leadership throughout the resolution process.

Own and drive the most complex customer cases and high-severity P1–P3 escalations across production and non-production environments.
Act as a trusted technical point of contact for strategic customers during critical incidents and difficult customer situations.
Lead technically challenging investigations involving Confluent products, Kafka Connect, CDC, distributed systems, cloud architectures, performance, availability, security, and integrations.
Establish transparent problem-resolution plans, root-cause hypotheses, reproduction strategies, mitigation options, risks, timelines, and stakeholder communication paths.
Perform deep diagnosis using source-code analysis, logs, metrics, lab environments, controlled reproductions, instrumentation, and ot

📌 Sr. Technical Support Engineer (Bengaluru)
🏢 IBM
📍 Bengaluru