As a Senior Technical Support Engineer in Global Technical Support, you will lead the resolution of Confluents 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.
Candidate should have 8+ years experience in Demonstrated experience solving complex customer or production issues involving distributed systems, data platforms, cloud infrastructure, or enterprise software.
Deep expertise in at least one Confluent domain or product area and meaningful technical breadth across related technologies.
Required Skills
- Strong knowledge of Java/JVM applications and diagnostic techniques such as thread, heap, and memory analysis, or equivalent depth in another relevant runtime.
- Experience with at least one mainstream distributed system, such as Apache Kafka, Kafka Connect, Hadoop, Cassandra, or a comparable platform.
- Experience with modern cloud architectures on AWS, Azure, and/or Google Cloud, including networking, identity, security, and integration patterns.
- Strong analytical judgment and the ability to see the broader ecosystem of technologies, platforms, products, services, and customer dependencies.
- Excellent written, verbal, presentation, and stakeholder-management skills, including the ability to explain complex technical issues to audiences ranging from engineers to executives.
- Demonstrated ability to influence without authority, build trust across functions, manage difficult conversations, and maintain composure during high-pressure incidents.
- Demonstrated ability to mentor others, share knowledge, and improve the capability and effectiveness of a technical team.
- Ability to work independently with minimal guidance while managing competing strategic and tactical priorities.
Company Profile
IBM (International Business Machines Corporation) is a global technology and consulting company with a mission to make the world work better. With a strong commitment to innovation, IBM focuses on leveraging hybrid cloud and AI technologies to help businesses and community’s advance. The company operates in over 170 countries, employing more than 300,000 professionals globally. IBM’s broad portfolio includes services in consulting, software, infrastructure, and research. Through its open-source platform, partnerships like Red Hat, and its emphasis on responsible tech, IBM is shaping the future of technology.
IBM’s legacy of innovation is driven by its 19 global research labs and thousands of patents, maintaining its position as a leader in cutting-edge tech solutions. The company continues to work toward building trust in technology and empowering clients to digitally transform their operations with speed and scale.
