Manager, Technical Support Engineering

Confluent; Helena (MT); Remote; USD 145,000 - 172,000; Full time

Job summary

A data streaming platform company is seeking a Manager of Technical Support to lead a specialized team of engineers. The ideal candidate will have over 3 years of experience in managing technical teams and a commitment to customer success. The role is remote, focusing on process improvement and operational health while ensuring exceptional support for customers.

Qualifications

• 3+ years of experience hiring and managing technical teams of local and/or remote employees.
• Experience in a customer-facing support role and handling escalated issues.
• A commitment to metric-driven management with experience owning and reporting on team KPIs.

Responsibilities

• Manage, grow, and mentor a team of remote engineers.
• Own the operational health of your team, including ticket queue management.
• Analyze and present team performance in operational reports.

Skills

Leadership

Empathy

Communication Skills

Data-Driven Decision Making

Job description

Location: West Coast Region, United States

Employment Type: FullTime

Location Type: Remote

Department Customer Solutions

Compensation: $145.8K – $171.4K • Offers Equity

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. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits.

Overview

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

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 specialized teams of engineers as they work to support our customers throughout the development and operation of Confluent Platform and Cloud environments. Strong empathy and communication skills are a must. You should have a passion for making customers successful and be willing to own and refine the operational processes needed for scaling a growing team.

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 to your team and fostering deep technical expertise within a specific product or technology.
• Own the operational health of your team, including ticket queue management, staffing, and performance. Help develop and continually improve Confluent support offerings and operations for existing and new products, driving team performance against key metrics like CSAT, SLA Adherence, and QA review scores.
• Analyze and present team performance, trends, and business impact in monthly operational reports and quarterly business reviews.
• Respond to and resolve customer escalations - this will involve being in an on-call rotation.
• Ensure robust coverage and scheduling for your team to manage ticket load and meet service level agreements.
• Own the relationship between your specialized team support and engineering and, when necessary, help coordinate escalations across functional groups within Confluent to help meet customer needs.
• Collaborate with other teams involved in Customer Success.

What You Will Bring:

• 3+ years of experience hiring and managing technical teams of local and/or remote employees.
• Experience working in a customer facing support role and handling escalated issues
• A commitment to metric-driven management and data-driven decision making with experience owning and reporting on team KPIs.
• A desire to make customers successful through direct interaction.
• Experience working cross-functionally to develop and improve processes and resolve issues.
• Experience leading a specialized or tier-3 technical team is a plus.

We’re proud to be an equal opportunity workplace. Employment decisions are based on 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 law.