> Markdown version of [/jobs/ext/1040575-technical-support-officer](https://www.wearedevelopers.com/jobs/ext/1040575-technical-support-officer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Officer - **Company:** Eastnets Americas Corp - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, IBM AIX, Apache Tomcat, Oracle WebLogic Server, Financial Software, Web Servers, Internet Information Services (IIS), Microsoft SQL Server, Oracle (Applications), Red Hat Enterprise Linux, Apache Zookeeper, Information Technology, Apache Kafka - **Published:** June 4, 2026 - **Apply:** https://www.eastnets.com/senior-technical-support-officer ## About the Role * Bachelor's degree in computer science, related technical field, or equivalent work experience. * 6-8 years of experience working within a technical support team or a service desk. * Good analytical skills, a keen eye for quality and strong customer focus. * Proven spoken and written English. Knowledge of other languages is a major plus. * Good customer-facing communication skills. * Very good understanding of the support process cycle. * Strong team coordination and communication skills. * Proactive approach to problem-solving. * Systematic approach and focus on problem identification and resolution. * Ability to monitor, diagnose, and resolve issues related to Kafka brokers, topics, partitions, and consumer groups. * Strong understanding of ZooKeeper coordination services, cluster stability, and synchronization mechanisms. * Advanced knowledge of troubleshooting on the OS Level (Windows, AIX, RHEL, etc.). * Advanced knowledge of troubleshooting on web client apps (Tomcat, Weblogic, IIS, etc.). * Advanced knowledge of troubleshooting on DB (Oracle, MSSQL, etc.). * Familiarity with AI technologies and their application is a strong plus. ## Description The Senior Technical Support Officer will be responsible for supporting all Eastnets solutions to customers worldwide. This role requires a very good understanding of the support process cycle, strong team coordination and communication skills, and a proactive approach to problem-solving. Additionally, the role demands a systematic approach with a focus on problem identification and resolution., * Coordinate the analysis and reproduction of customers' issues by the Technical Support team, with the involvement of other groups as required. * Define and communicate answers and solutions to the customer. * Maintain expert knowledge of Eastnets products (software and documentation). * Maintain contact with key customers to assess their maintenance and support requirements and build a good customer-supplier relationship. * Maintain an overview of all delivered products and services per customer. * Perform testing and validation for release updates and patches. * Define and coordinate communication with customers on release updates and patches. * Maintain the operational support environment (documentation, case tracking tool, test environments, …). * Accurately record work activities in the timesheet system and ensure timely submission of timesheets in accordance with company policies and deadlines. * Maintain the security of the information, devices and systems that Eastnets, and its personnel, customers and partners use. * Protect Eastnets business information and any customer, supplier or partner information within its custody by safeguarding its confidentiality, integrity and availability. * Adhere to and comply with Eastnets internal security policies, Code of Ethics, Non-Disclosure Policy, Non-Compete Policy, Email Policy, Proprietary Rights Acknowledgement, Background Check Policy, and all other internal policies and employee handbook. * Participate in the company's wide initiatives. ## Related Videos - [Get ready to Rustle](https://www.wearedevelopers.com/videos/698-get-ready-to-rustle) - [How to Benchmark Your Apache Kafka](https://www.wearedevelopers.com/videos/76-how-to-benchmark-your-apache-kafka) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Tips, Techniques, and Common Pitfalls Debugging Kafka](https://www.wearedevelopers.com/videos/838-tips-techniques-and-common-pitfalls-debugging-kafka) - [Let's Get Started With Apache Kafka® for Python Developers](https://www.wearedevelopers.com/videos/565-let-s-get-started-with-apache-kafka-for-python-developers) - [Beyond Kafka & RabbitMQ: Why NATS is the Future of Microservices Messaging](https://www.wearedevelopers.com/videos/1646-beyond-kafka-rabbitmq-why-nats-is-the-future-of-microservices-messaging) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)