Lead Technical Support Engineer – Kafka & Confluent

IBM

Hursley

On-site

GBP 70,000 - 110,000

Full time

14 days+

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Job summary

IBM Software in the United Kingdom seeks an experienced Senior Technical Support Engineer to diagnose and resolve complex Apache Kafka and Confluent Platform issues. You will own production and non-production cases, lead investigations, and collaborate with Engineering, Product, and other teams to improve product quality.

You will troubleshoot distributed systems, manage resolution plans, and communicate clearly with customers under pressure.

Qualifications

Must have deep troubleshooting skills across distributed systems and infrastructure.
Strong written and verbal communication to explain complex concepts.
Demonstrated customer empathy and incident ownership under pressure.
Provide technical leadership during complex engagements across the org.
Ability to work independently on ambiguous, technically complex problems.

Responsibilities

Own and manage complex customer cases across production and non-production environments.
Lead investigations for critical escalations and high-severity incidents.
Troubleshoot distributed systems, Kafka, Confluent Platform, customer applications, and integrations.
Define and manage resolution plans, including priorities, dependencies, risks, mitigations, and timelines.
Communicate clearly with customers and set expectations during high-pressure situations.
Collaborate with Engineering and Product to identify bugs, improve product quality, and provide field feedback.
Create and review technical documentation, knowledge articles, and training material.
Mentor and coach other TSEs and provide technical guidance across the team.
Contribute to process, tooling, workflow, and supportability improvements.
Participate in on-call and emergency-response activities as required.