IBM · 18 hours ago
Technical Support Engineer
San Jose, CA
Full-time
Hybrid
Mid Level
4+ years expIBM Software is focused on transforming client challenges into innovative solutions through AI-powered, cloud-native products. The Hybrid Cloud Support Engineer role involves ensuring user success with DataStax products, troubleshooting technical issues, and contributing to knowledge sharing within the team.
Business DevelopmentBusiness Information SystemsCRMData ManagementFoundational AISoftware
Responsibilities
Research, reproduce, troubleshoot, and solve highly challenging technical issues
Provide thoughtful direction and support for technical inquiries
Ensure that customer issues are resolved as expediently as possible
Diagnose and reproduce customer reported issues and log JIRA tickets
Participate in on-call rotation for after-hours, holiday, weekend support coverage
Create code samples, tutorials, and articles for the DataStax Knowledge Base
Collaborate and contribute to Support Team infrastructure tools and processes
Fulfill the on-call rotation requirements of this role
Qualification
Required
4+ years of experience supporting large enterprise customers in a customer-facing support role
Experience with supporting a Software as a Service Cloud product
Experience with Grafana, Prometheus, Splunk, Datadog and other monitoring solutions
Experience supporting Kubernetes-based distributed applications, or an understanding of Kubernetes fundamentals
Experience with pub-sub, messaging and streaming solutions like Pulsar, Kafka
Experience using APIs and understanding app development lifecycle with a language or framework based on Java, Python or Go would be preferred
Experience/certifications with AWS/GCP/Azure deployments and associated cloud based monitoring tools would be preferred
Experience with Linux operating systems, including command line, performance, and network troubleshooting
Excellent verbal and written communication skills
Lifetime learner, self-motivated with ability to multi-task during high pressure situations
Preferred
Supporting Apache Cassandra environments or other relational and/or alternative database technologies is a plus
Understanding of Java, Python, Go and/or another language (Troubleshooting skills)
Experience with escalation management and customer success or premium support
Experience working in a fast-moving high-pressure environment
Company
IBM
IBM is an IT technology and consulting firm providing computer hardware, software, infrastructure, and hosting services.
10001+ employees
H1B Sponsorship
IBM has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3032)
2024 (3301)
2023 (2160)
2022 (1809)
2021 (1157)
2020 (2669)
Funding
Current Stage
Public CompanyTotal Funding
unknown2011-01-14IPO
Leadership Team
Alain Bénichou
Chief Executive Officer, IBM Greater China Group
Alex Yang
CTO and Chief Architect
Recent News
2026-01-12
2026-01-12
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