Technical Support Manager

Job Description

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favourite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organisations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organisation. With Confluent, organisations can create a central nervous system to innovate and win in a digital-first world. We’re looking for self-motivated team members who crave a challenge and feel energised to roll up their sleeves and help realise Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact. Confluent’s Global Technical Support Team is a critical part of why our customers love us. Our Managers of Technical Support are responsible for leading teams of engineers as they work to support our customers throughout the development and operation of Confluent Platform environments. Strong empathy and communication skills are a must. You should have a passion for making customers successful and be willing to contribute to the development of processes needed for scaling a fast-growing team.

A typical week in this role may involve

• Build a great team and company. Help to develop strong relationships, capabilities, and experience among Confluent team members
• Manage, grow, and mentor a team of remote and/or local engineers, including owning the hiring process for adding members added to your team
• Help develop and continually improve Confluent support offering and operations for existing and new products
• Respond to and resolve customer escalations - this will involve being in an on-call rotation
• Coordinate staffing and scheduling of on-call rotations between your team members, working with other managers to ensure seamless coverage across timezones
• Own the relationship between support and core engineering and, when necessary, help coordinate escalations across functional groups within Confluent to help meet customer needs
• Collaborating with other teams involved in Customer Success, such as professional services or training
• Work closely with the team behind Apache Kafka!

Preferred skills and experience:

• 12+ years of overall experience with minimum of 3 + experience in hiring and managing technical teams of local, remote, and/or international employees
• Experience working in a customer facing support role
• Strong experience handling both customer-facing and internally escalated issues
• Passion for process development and data-driven decision making
• A desire to make customers successful through direct interaction
• Experience working cross-functionally to develop and improve processes and to resolve issues

Culture is a huge part of Confluent, we’re searching for the best people who not only excel at their role, but also contribute to the health, happiness and growth of the company. Inclusivity and openness are important traits, with regular company wide and team events. We are looking for people who are: Smart, humble and empathetic Hard working Inquisitive and not afraid to ask all the questions, no matter how basic Strive for excellence in their work, their team, and their company Come As You Are At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Click here to review our California Candidate Privacy Notice , which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees. #LI-Remote Apply for this job