Associate Technical Support Engineer (Confluent)

Location: Remote, United Kingdom; based on the listed location in London, Hursley, Hampshire. Some travel may be required based on business demand.

Company

IBM Watson develops AI-powered, cloud-native, hybrid-cloud, and data technologies for business and enterprise clients.

What you will do

• Investigate and resolve customer issues across production and non-production environments.
• Troubleshoot Apache Kafka, Confluent Platform, distributed systems, customer applications, and integrations.
• Analyze technical incidents and customer escalations, identify root causes, and implement solutions.
• Communicate with customers, provide timely updates, and manage expectations during high-priority cases.
• Collaborate with Engineering, Product, and Support teams to improve customer outcomes and product supportability.
• Document troubleshooting procedures and resolutions, improve tooling and workflows, and participate in on-call rotations.

Requirements

• Established experience troubleshooting mission-critical distributed systems using a logical and methodical approach.
• Experience with troubleshooting and root-cause analysis.
• Ability to analyze logs, metrics, configurations, source code, and customer environments.
• Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly.
• Ability to work independently on ambiguous and technically complex problems.

Nice to have

• Experience deploying and troubleshooting Apache Kafka services or similar distributed systems.
• Linux system administration experience.
• Experience with Kubernetes, Docker, or containerized environments.
• Experience with Prometheus, Grafana, or OpenTelemetry.

Culture & Benefits

• Remote work arrangement with some business-related travel.
• On-call shift participation as required.
• Opportunities for continuous learning, professional development, and career growth.
• Collaborative environment focused on innovation, customer success, trust, and personal responsibility.