Technical Support Engineer

Company: IBM Computing
Location: San Jose
Posted on: June 1, 2025

Job Description:

IntroductionJoin a tight-knit, fast-growing team on the leading edge of cloud infrastructure technology. As a Support Engineer, you'll help us build a scalable, customer-first support process, address customer issues via all support channels (email, Slack, Jira, and Salesforce), and influence our product development by tracking and communicating customer needs. We're looking for someone passionate about our and customers-this role offers the opportunity to shape our support organization and technology.At IBM, work is more than a job - it's a calling: to build, design, code, consult, think, sell, make markets, invent, and collaborate. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, let's talk.This role combines customer-facing problem solving and engineering. You will have the opportunity to:

• Work directly with customers on Kubecost implementation to resolve architecture questions and challenges.
• Proactively resolve technical issues using independent problem-solving and judgment to escalate tickets when necessary.
• Become a product feature specialist, troubleshooting through testing and collaboration.
• Identify improvement areas in support tools (documentation, guides, open-source tools) and create user-friendly documentation.
• Lead development and enhancement of support processes and systems to establish a world-class support organization.
• Advocate for Kubecost's value to customers and prospects.
• Collaborate with the founding team and engineers to influence product roadmap.
• Contribute code when opportunities arise.Your role and responsibilitiesThis position offers a blend of customer support and engineering tasks, including:

• Working directly with customers on Kubecost implementation.
• Resolving ongoing technical issues proactively and independently.
• Becoming a product feature expert and troubleshooting issues.
• Improving support ecosystem tools and documentation.
• Developing and refining support processes and systems.
• Promoting Kubecost's benefits to customers and prospects.
• Working with the team to influence product development.
• Contributing code as needed.Required technical and professional expertise
  • 2+ years in technical support, DevOps, or SRE roles supporting software products.
  • Solid understanding of Kubernetes and containerized environments.
  • Experience with monitoring and observability tools (Prometheus, Grafana, Datadog, etc.).
  • Familiarity with cloud providers (AWS, GCP, Azure) and Helm charts.
  • Excellent troubleshooting, communication, and user-first mindset.
  • Availability during our support hours (9am-8pm Eastern Time).Preferred technical and professional experience
    • Team player with strong soft and technical skills.
    • Certifications such as CKA, CKAD, or Red Hat Certified Specialist in OpenShift Administration.
    • Proactive, responsible, flexible, and solution-oriented.
    • Ability to navigate ambiguous situations and achieve results.
    • Experience with Helm, Prometheus, Thanos, Grafana, Rancher, CoreOS, Docker, DuckDB, or quick learners of new tools.
    • Excellent communication skills and comfort interacting via email, Slack, phone, and video.IBM is committed to diversity and equal opportunity. All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. We also comply with all fair employment practices regarding citizenship and immigration status.
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Keywords: IBM Computing, Madera , Technical Support Engineer, IT / Software / Systems , San Jose, California