Associate Technical Support Engineer - Confluent

IBM
IBM

IT, Customer Service

Posted on Aug 31, 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

Technical Support Engineers work directly with customers to diagnose and resolve complex Apache Kafka and Confluent Platform issues. They support and manage high-priority production cases, build customer trust, and collaborate with Engineering, Product, and other internal teams

In this role you will:

  • Investigate and resolve customer issues across production and non-production environments
  • Troubleshoot distributed systems, Apache Kafka, Confluent Platform, customer applications, and integrations.
  • Support the analysis and resolution of technical incidents and customer escalations.
  • Assist in identifying root causes and implementing solutions to customer problems.
  • Communicate effectively with customers, providing timely updates and managing expectations.
  • Collaborate with Engineering, Product, and Support teams to resolve issues and improve customer outcomes.
  • Document troubleshooting steps, resolutions, and best practices in knowledge base articles.
  • Contribute to product feedback and help identify opportunities for improving supportability and customer experience.
  • Participate in team projects focused on process, tooling, and workflow improvements.
  • Take part in on-call rotations and support activities as required.
Required education
None
Preferred education
None
Required technical and professional expertise
  • Established experience of troubleshooting mission-critical distributed systems using a logical and methodical approach.
  • Experience troubleshooting and root cause analysis skills.
  • Ability to analyse logs, metrics, configurations, source code, and customer environments.
  • Strong written and verbal communication skills with the ability to explain complex technical concepts clearly.
  • Ability to work independently on ambiguous and technically complex problems.
Preferred technical and professional experience
  • Experience deploying and troubleshooting Apache Kafka services, or similar distributed systems.
  • Linux system administration.
  • Kubernetes, Docker or containerised environments.
  • Observability platforms such as Prometheus, Grafana or OpenTelemetry.

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

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