IBM
Associate Technical Support Engineer - Confluent
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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’ll have the tools and opportunities to advance your career while creating software that changes the world.
With Confluent, data doesn’t sit still. We put information in motion, streaming in near real time so organizations can react faster, build smarter, and deliver experiences as dynamic as the world around them.
Your Role And Responsibilities
At Confluent, we’re on a mission: Bring the power of our real-time data streaming platform to companies, so they can maximize the value of their data.
We believe every byte of data has a story to tell, offering something of significance that informs decisions. We help companies extract the value of their data by moving it from isolated silos into high-performance, “single source of truth” data nervous systems enabling real-time decision making, customer support, and even product development.
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Backed by Benchmark, Index Ventures, and Sequoia Capital, Confluent was founded by the team that built Apache Kafka and is one of the fastest growing Silicon Valley startups. In addition to our enterprise platform, we recently launched our cloud offering, Apache Kafka as a Service, which will allow companies of all sizes to leverage the power of their streaming data.
We are changing the face of big data. Come build with us!
About The Opportunity
We are looking for an Associate Technical Support Engineer to join our Customer Success team. As an Associate Technical Support Engineer (ATSE), you will work at the intersection of our professional services and engineering teams, interacting directly with customers you will provide a range of key customer service activities to resolve issues experienced by Confluent customers.
Throughout these interactions, you will build strong relationships with customers, ensuring exemplary support and timely resolution to customer requests.
What You Can Expect To Work On
A typical week in this role may involve:
- Working with customers to resolve a wide range of issues with their Confluent deployments
- Contributing to process development — we’re looking for people who want to help lay the foundation for efficient growth and best-in-class culture
- Communicating with our core engineering team to provide real-time product feedback from the field
- Improving product documentation and authoring knowledge base articles
- Creating and reviewing product demos and internal tooling
- Working with the team behind Apache Kafka
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Preferred Education
None
Required Technical And Professional Expertise
- Excited to learn about streaming data and becoming a Confluent Cloud domain expert
- Experience diagnosing and resolving customer issues
- Desire to ensure customer success through direct interaction
- Cloud networking fundamentals in GCP, AWS, Azure (provisioning, connectivity, VPC peering)
- Basic Linux command line experience
Preferred Technical And Professional Experience
- Familiarity with IT Service Management: Exposure to IT service management principles and practices, including incident, problem, and change management, to ensure effective technical support and client satisfaction.
- Knowledge of Cloud-based Solutions: Experience working with cloud-based solutions and technologies to analyze and troubleshoot technical issues and provide effective technical support.
- Understanding of Data Analysis Tools: Exposure to data analysis tools and techniques to gather insights from case data and client feedback, driving product quality, functionality, serviceability, and usability improvements.
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