Technical Support Engineer - Confluent

IBM
IBM

IT, Customer Service

Bengaluru, Karnataka, India

Posted on Aug 18, 2026
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 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 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

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience. For additional information about location requirements, please discuss with the recruiter following submission of your application.

See more open positions at IBM