Associate Technical Support Engineer - Confluent

Technical Support Engineers work directly with customers to diagnose and resolve complex Apache Kafka and Confluent Platform issues. They support and manage high-priority production cases, build customer trust, and collaborate with Engineering, Product, and other internal teams In this role you will:

• Investigate and resolve customer issues across production and non-production environments
• Troubleshoot distributed systems, Apache Kafka, Confluent Platform, customer applications, and integrations.
• Support the analysis and resolution of technical incidents and customer escalations.
• Assist in identifying root causes and implementing solutions to customer problems.
• Communicate effectively with customers, providing timely updates and managing expectations.
• Collaborate with Engineering, Product, and Support teams to resolve issues and improve customer outcomes.
• Document troubleshooting steps, resolutions, and best practices in knowledge base articles.
• Contribute to product feedback and help identify opportunities for improving supportability and customer experience.
• Participate in team projects focused on process, tooling, and workflow improvements.
• Take part in on-call rotations and support activities as required.

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

• Experience deploying and troubleshooting Apache Kafka services, or similar distributed systems.
• Linux system administration.
• Kubernetes, Docker or containerised environments.
• Observability platforms such as Prometheus, Grafana or Open Telemetry.

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