Customer Success Technical Architect

Confluent; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Technical Architect, where you will champion the voice of the customer and drive their success with cutting-edge data streaming technology. In this remote role, you will engage with enterprise clients, leveraging your expertise in Apache Kafka and project management to solve complex technical challenges. Collaborate with talented colleagues to build state-of-the-art data infrastructure while fostering strong relationships with clients. If you are passionate about technology and eager to make a significant impact, this is the perfect opportunity for you.

Qualifications

• Experience in Customer Success or Support for enterprise SaaS.
• Ability to learn new technologies quickly and tackle technical problems.

Responsibilities

• Serve as the technical champion for enterprise customers.
• Coordinate with various teams to ensure customer success.

Skills

Customer Success

Technical Problem Solving

Communication Skills

Java

Linux Configuration

Project Management

Interpersonal Communication

Apache Kafka

Education

Bachelor's Degree in Computer Science

Degree in Engineering, Mathematics or Quantitative Field

Tools

Apache Kafka

Hadoop

NoSQL Databases

Message Queues

Job description

With Confluent, organisations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better every day – we're creating an entirely new category within data infrastructure - data streaming. This technology will allow every organisation to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

The Customer Success Technical Architect serves as the technical champion for our enterprise customers. In this role, you will function as the primary point of contact for all technical, product and support questions on a day-to-day basis and will coordinate with the various Confluent teams to ensure that resources are leveraged efficiently to make your customers successful. You will have the opportunity to build broad experience with Kafka, the Confluent Platform and work with a variety of organizations ranging from new start-ups to large enterprise customers. Throughout all of these interactions, you will build strong relationships with customers, ensure exemplary delivery standards, and have a lot of fun helping our customers build state-of-the-art streaming data infrastructure alongside colleagues who are widely recognised as leaders in this space.

What You Will Do:

• Champion and advocate for the customer within Confluent - you will be the voice of the customer and will have to coordinate between Confluent Sales, Product, Services, Support and Training teams to drive customer success.
• Develop and present periodical customer reviews to Confluent senior management.
• When necessary, roll up your sleeves and dig in to help address customer issues alongside Confluent Support Engineers and Core Engineering.
• Leverage knowledge of your customers' environments to assist Support Engineers and Professional Services teams in better serving your customers.
• Leverage knowledge of your customers' environments and use cases to influence the roadmap of Confluent products.
• Complete analysis and present periodic reviews of operational performance to customer leadership.
• Provide detailed reviews of service disruptions, metrics, and pre-launch planning.
• Help educate your accounts on best practices for using the Confluent platform.
• When necessary, recommend proactive measures to help customers avoid issues and ensure customer success (e.g., professional services engagements, training sessions, on-site visits, etc.).

What You Will Bring:

• Demonstrated success in Customer Success, Customer Support or Professional Services function for a product/SaaS company with enterprise customers.
• Strong desire to tackle hard technical problems and proven ability to do so with little or no direct daily supervision.
• Ability to learn new technology quickly, as well as a strong interest in doing so!
• Excellent communication skills and an ability to concisely explain tricky issues and complex solutions.
• Experience with Java Virtual Machine (JVM) tuning and troubleshooting.
• Experience with operating Linux, with knowledge on how to configure, tune and troubleshoot both RedHat & Debian-based distributions.
• Exceptional interpersonal communications capabilities demonstrated through a history of successful B2B infrastructure software development projects.
• Project management experience, as you will need to coordinate across various Confluent teams to ensure success for your accounts.
• Bachelor level degree in Computer Science or an engineering, mathematics, or another quantitative field.
• Ability to thrive in ambiguity in a fast-paced, deadline-oriented start-up environment.
• Demonstrated ability to manage multiple projects at a time while paying strict attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention.
• Previous experience helping customers build solutions that use Apache Kafka alongside Hadoop, relational and NoSQL databases, message queues, and related products.
• Prior experience working for a technology start-up.
• Proficiency in Java and distributed systems.
• This is a remote role with an expectation that you will travel about 25% of the time to visit customers.

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. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

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