**Introduction** Instana’s Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of Instana and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve Instana’s solution. Additionally, Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge. **Your role and responsibilities** Areas Of Responsibility Include • Engage on cases effectively in a timely manner working as part of a Global 24X7 team. • Work closely with Engineering and Operations on resolving escalated cases • Educate customers to help them become Instana experts • Write knowledge base articles based on customer questions • Develop and maintain strong customer relationships • Provide technical engineering support, as part of our Technical Support Team, in order to resolve customer issues by performing diagnostics, performance optimization, incident analysis, solution/partner recommendations, and product knowledge transfer **Required technical and professional expertise** Bachelor's Degree in Engineering ElectricalComputer SystemsSoftware Engineering or Science. • English Fluent verbal and written • Knowledge in at least one of the following virtualization and containers: Docker, Kubernetes, Openshift • Customer Facing Technical Support Role - at least 3 years • 1 year working experience with Observability tools • Hands-on experience with Linux operating systems • Excellent customer facing and communication skills • Previous experience in a customer facing technical support role • Ability to diagnose and troubleshoot technical issues • Ability to provide step by step technical help both written and verbal **Preferred technical and professional experience** Preferred Qualifications • Knowledge in cloud infrastructures, Linux, Windows. • Willingness to learn new skills and technologies. • Knowledge in one of the following languages : Java, PHP, Python, Ruby, Node.js IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.