Technical Support Engineer

Company: IBM Computing
Location: San Francisco
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 our support channels (email, Slack, Jira, and Salesforce), and influence our product's direction 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 along with, sell, make markets, invent, and collaborate. It's about attempting things you've never thought possible. 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.Role OverviewThis role combines customer-facing problem solving and engineering. You will:

• Work directly with customers on their implementation of Kubecost to solve architecture questions and challenges.
• Proactively resolve ongoing technical issues, using independent problem-solving skills and appropriate escalation.
• Become a product feature specialist, troubleshooting through testing and collaboration.
• Identify and document areas for improvement in our support ecosystem, creating clear, user-friendly documentation.
• Lead development and improvement of support processes and systems.
• Promote the value and benefits of Kubecost to customers and prospects.
• Collaborate with the founding team and engineers to influence product development and roadmap.
• Contribute code when opportunities arise.Responsibilities

• Support customers during their Kubecost implementation, addressing architecture questions.
• Resolve technical issues proactively and independently, escalating when necessary.
• Develop expertise in our product features and troubleshoot them effectively.
• Improve support documentation and tools for better customer assistance.
• Enhance support processes to establish a world-class support system.
• Advocate for Kubecost's value to customers and prospects.
• Work closely with the team to influence product development.
• Contribute code as needed.Required Skills and Experience
  • 2+ years in technical support, DevOps, or SRE roles supporting software products.
  • Strong understanding of Kubernetes and containerized environments.
  • Experience with monitoring and observability tools (e.g., Prometheus, Grafana, Datadog).
  • Familiarity with cloud providers (AWS, GCP, Azure) and Helm charts.
  • Excellent troubleshooting, communication, and user-first mindset.
  • Availability during support hours (currently 9am-8pm Eastern Time).Preferred Skills and CertificationsIdeal candidates also have:
    • Certifications such as CKA, CKAD, or Red Hat Openshift certifications.
    • A proactive, flexible approach and high responsibility.
    • Ability to navigate ambiguous situations and deliver results.
    • Experience with Helm, Prometheus, Thanos, Grafana, Rancher, CoreOS, Docker, DuckDB, or similar, with quick learning ability.
    • Excellent communication skills and comfort with customer interactions via various channels.IBM is committed to diversity and is an equal-opportunity employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.
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Keywords: IBM Computing, Union City , Technical Support Engineer, Engineering , San Francisco, California