Manager of Technical Support, Confluent
$121.7-143k
+ Annual bonus & Competitive equity package
More information about location
Data streaming platform
Job no longer available
Data streaming platform
1001+ employees
Job no longer available
$121.7-143k
+ Annual bonus & Competitive equity package
More information about location
1001+ employees
Company mission
To help every organization harness data in motion so they can compete and thrive in the modern world.
Role
Who you are
- 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
- 3+ years of experience 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 resolve issues
What the job involves
- 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
- 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 time zones
- 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!
Our take
Confluent is a commercial company built on top of the open-source Apache Kafka project. Confluent and Kafka have developed a streaming data technology that processes massive amounts of information in real-time. The streaming database technology was developed at LinkedIn as a way of moving massive amounts of messages. The company decided to open-source that tech in 2011, and Confluent launched as the commercial arm in 2014.
While the base open-source component remains available for free download, it doesn’t include the additional tooling the company has built to make it easier for enterprises to use Kafka. Confluent's value add is in those additional tools, including a cloud version of the product and a marketplace for sharing extensions to the platform.
Confluent expanded strategic partnerships with Microsoft and acquired Immerok, and in 2023 expanded its cloud platform. 2024 saw further product expansions with the launch of the Confluent Migration Accelerator, all exemplifying how the company is living up to its name by rocket-boosting the benefits of Apache Kafka integration for companies.
Now, it looks like IBM is eyeing the company for acquisition and Confluent looks to be a natural fit. Long positioned as the real-time backbone behind modern application, Confluent would gain global scale and an even deeper enterprise reach under iBM, while cementing its role at the center of AI-driven architectures. For COnfluent, the deal would marka shift from fast-growing independent disruptor to foundational infrastructure player powering the next wave of enterprise AI.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Apr 2020
$250m
SERIES E
Jan 2019
$125m
SERIES D
Total funding: $455.9m
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Jay Kreps
(Co-Founder & CEO)Prior to co-founding Confluent in 2014, Jay spent 7 years at LinkedIn, holding various roles including Principal Engineer and Principal Staff Engineer.
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