Your role and responsibilities

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.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and qualified expertise

- 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.

Preferred technical and professional experience

- Knowledge of java is plus.
- Any Cloud experience.

Years of Experience:
4 - 7

📌 Technical Support Engineer - Confluent (Bengaluru)
🏢 IBM
📍 Bengaluru