Federal - Support Engineering Manager


  • Location
    • Washington, DC
  • Date Posted
  • 09 Mar 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Data, Open Source

Dubbed an "open-source unicorn" by Forbes, Confluent is the fastest-growing enterprise subscription company our investors have ever seen. And how are we growing so fast? By pioneering a new technology category with an event streaming platform, which enables companies to leverage their data as a continually updating stream of events, not as static snapshots. This innovation has led Sequoia Capital, Benchmark, and Index Ventures to recently invest a combined $125 million in our Series D financing. Our product has been adopted by Fortune 100 customers across all industries, and we’re being led by the best in the space—our founders were the original creators of Apache Kafka®. We’re looking for talented and amazing team players who want to accelerate our growth, while doing some of the best work of their careers. Join us as we build the next transformative technology platform!

Confluent’s Customer Operations Team is a critical part of why our customers love us. Our Managers of Customer Operations 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 at Confluent 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 hiring process for team 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 between your team members and work 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:

  • 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 to resolve issues

About Confluent's Culture

  • 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