Manager, Technical Support Engineering

Lensa; City of Albany (NY); Remote; USD 60,000 - 70,000; Full time

Job summary

Lensa's client, Confluent, is seeking a Technical Support Manager to lead their support team in Albany, NY. This role involves managing a team, developing customer success strategies, and coordinating escalations. A focus on process improvement and strong communication with customers is essential, along with an emphasis on inclusivity and diversity in the workplace.

Qualifications

• 3+ years of experience managing technical support teams.
• Experience in customer-facing roles.
• Strong conflict resolution skills.

Responsibilities

• Manage, grow, and mentor a team of engineers.
• Respond to and resolve customer escalations.
• Coordinate staffing and scheduling for on-call rotations.

Skills

Team Management

Customer Support

Process Development

Job description

1 week ago Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, Confluent, is seeking professionals in Albany, NY. Apply via Lensa today!

With Confluent, organizations 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 organization 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

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. This position is US remote.

What You Will Do

• 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!
  
  

What You Will Bring

• 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
  
  

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.

At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $145,800 - $171,360 and a competitive equity package. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click HERE (https://confluentbenefits.com/) .

Click HERE (https://www.confluent.io/legal/confluent-candidate-privacy-notice/) to review our 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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