Associate Tech Support Engineer - Kafka & Confluent

IBM; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

IBM Software in London is seeking Technical Support Engineers to diagnose and resolve complex Apache Kafka and Confluent Platform issues, supporting high-priority production cases and collaborating with Engineering, Product, and other teams.

You will work across production and non-production environments, analyze logs and metrics, document steps, and contribute to improving customer outcomes through repeatable processes and knowledge sharing.

Qualifications

• Experience troubleshooting mission-critical distributed systems.
• Ability to analyze logs, metrics, configurations, and environments.
• Strong written and verbal communication to explain complex technical concepts.
• Ability to work independently on ambiguous problems.

Responsibilities

• 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.

Skills

Distributed systems

Log analysis

Technical communication

Independent problem solving

Customer-facing support

Tools

Kubernetes

Docker

Prometheus

Grafana

OpenTelemetry

Job description

IBM Software in London is seeking Technical Support Engineers to diagnose and resolve complex Apache Kafka and Confluent Platform issues, supporting high-priority production cases and collaborating with Engineering, Product, and other teams.

You will work across production and non-production environments, analyze logs and metrics, document steps, and contribute to improving customer outcomes through repeatable processes and knowledge sharing.