Confluent - Technical Support Professional

International Business Machines Corporation; Armonk (NY); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

IBM is seeking a Technical Support Engineer on the Platform, Security & Cloud (PSC) team to help customers solve security, networking, and infrastructure challenges in Confluent Cloud and Platform. You will diagnose issues by collaborating with customers’ engineering and security teams and communicate findings back to our engineering org.

You will lead live troubleshooting sessions, reproduce problems, analyze logs, and contribute knowledge base articles while expanding your expertise in Apache

Competenze

• Diagnose and resolve technical issues for customers or users in varied environments.
• Comfortable on live calls during production-impacting issues and communicate findings clearly.
• Familiarity with security concepts like TLS, authentication (SASL/OAuth/mTLS) and ACLs/RBAC.
• Experience with Linux logs and debugging to identify root causes.
• Proficiency with container orchestration and cloud tooling (Kubernetes, Ansible, Terraform).
• Hands-on experience with Confluent Platform and Apache Kafka is preferred.

Mansioni

• Troubleshoot and resolve customer issues across Confluent Cloud and Platform focusing on security and networking.
• Lead live troubleshooting sessions with customer teams on production-impacting issues.
• Reproduce problems, analyze logs/configs, and escalate to engineering when needed.
• Provide real-time product feedback and author knowledge-base articles.
• Grow domain knowledge of Apache Kafka and the Confluent ecosystem.

Conoscenze

Apache Kafka

Linux command line

Live troubleshooting

Troubleshooting

Customer communication

Cloud networking

Security concepts

Strumenti

Kubernetes

Ansible

Terraform

Confluent Platform

Descrizione del lavoro

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'l 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 on the Platform, Security & Cloud (PSC) team, you'll help customers solve their hardest problems with security, networking and infrastructure in Confluent Cloud and Confluent Platform. You'll work directly with customers' engineering, network and security teams to diagnose and resolve issues, including production-impacting incidents. You'll also be the link that brings what you see in the field back to our engineering teams.

What You Will Do

• Troubleshoot and resolve customer issues across Confluent Cloud and Confluent Platform, with a focus on security, cloud networking and Kubernetes deployments

• Lead live troubleshooting sessions with customer engineering, network and security teams on production-impacting issues

• Reproduce problems, analyze logs and configuration, and**escalate** clearly to engineering when an issue is a product bug or platform limit

• Give our engineering teams real-time product feedback from the field, and write knowledge base articles and documentation

• Help improve team processes as the team grows, and keep building your knowledge of Apache Kafka and the Confluent ecosystem

Required technical and professional expertise

Required

• Excitement about streaming data and becoming an expert in Apache Kafka

• A track record of diagnosing, reproducing and resolving technical issues for customers or users, in environments you don't directly own

• Comfortable on live calls during production-impacting issues, and able to explain findings clearly to both customers and engineers

• Confident on the Linux command line, reading logs and stack traces to find root cause

• Two of these three:

• Security: TLS/certificates, authentication (SASL, OAuth, mTLS) and authorization (ACLs, RBAC)

• Cloud networking: DNS, routing, firewalls and proxies, and private connectivity (PrivateLink, VPC peering) on at least one cloud provider

• Infrastructure: running applications on Kubernetes, or deploying with Ansible or Terraform

Preferred technical and professional experience

• Experience with SSO and identity providers (Microsoft Entra ID, Okta)

• Hands-on experience with Apache Kafka or Confluent Platform, including upgrades or KRaft migrations

IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.