The Technical Support Professional will be part of the Platform, Security & Cloud team at IBM, focusing on helping customers resolve complex issues related to security, networking, and infrastructure within Confluent Cloud and Confluent Platform. This role involves direct interaction with customers' engineering, network, and security teams to diagnose and address production-impacting incidents. The position emphasizes troubleshooting, providing real-time feedback to engineering teams, and contributing to knowledge base documentation. The ideal candidate will have a strong interest in streaming data and Apache Kafka.

• Bachelor's degree in a relevant field is required.
• Excitement about streaming data and a desire to become an expert in Apache Kafka.
• Experience diagnosing, reproducing, and resolving technical issues in unfamiliar environments.
• Proficiency with the Linux command line and the ability to analyze logs and stack traces.

• Troubleshoot and resolve customer issues across Confluent Cloud and Confluent Platform.
• Lead live troubleshooting sessions with customer engineering, network, and security teams.
• Reproduce problems, analyze logs and configurations, and escalate issues to engineering when necessary.
• Provide real-time product feedback to engineering teams and write knowledge base articles.
• Help improve team processes and enhance knowledge of the Confluent ecosystem.

• IBM offers competitive compensation, healthcare coverage, retirement programs, paid parental leave, tuition assistance, wellness programs, flexible work options, and extensive learning and certification resources.