Technical Support Engineer - Confluent

As a Technical Support Engineer in Global Technical Support, you will help Confluent customers successfully run and scale their data streaming environments. You will own customer support cases across production and non-production environments, investigate issues across Confluent products and related technologies, and guide customers toward clear, technically sound resolutions.

• Own and resolve customer support cases across priorities, products, environments, and deployment models.
• Troubleshoot and diagnose software, configuration, deployment, connectivity, performance, data movement, and integration issues involving Confluent technologies and complementary systems.
• Differentiate issues caused by product behavior, configuration, third-party libraries, customer code, or the customer environment.
• Define and manage structured problem-resolution plans, including priorities, timelines, dependencies, risks, mitigations, and deliverables.
• Communicate clearly and consistently with customers, set appropriate expectations, and keep stakeholders informed throughout the investigation.
• Use logs, metrics, documentation, experiments, reproductions, and collaboration to identify root cause and validate solutions.
• Work with Engineering and Product teams to drive product quality, provide actionable field feedback, and escalate complex or high-severity issues when needed.
• Participate in queue management and follow GTS case-management, escalation, and service-level processes.
• Contribute to knowledge sharing through runbooks, knowledge-base articles, troubleshooting guidance, product demos, and internal documentation.
• Identify recurring issues and opportunities to improve supportability, workflows, tooling, and customer self-service.
• Participate in enablement, mentoring, global collaboration, and on-call or coverage responsibilities as required by the team.
• Demonstrate customer focus, accountability, sound prioritization, collaboration, and commitment to high-quality outcomes.