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 Professional Expertise:

* 4+ years?experience in Applied experience troubleshooting distributed systems, data platforms, cloud infrastructure, or enterprise software in a customer-facing or production-support workplace. * 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:

- 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.

Years of Experience:5 - 12

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