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 education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
RequiredExcitement 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
OTHER RELEVANT JOB DETAILSIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
