Federal - Support Engineering Manager

Confluent, Washington, DC

Real-Time Data at Massive Scale

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

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.

About Confluent

Our Story Founded by the team that built Apache Kafka®, Confluent builds a streaming platform that enables companies to easily access data as real-time streams Background Every byte of data has a story to tell, something of significance that will inform the next thing to be done. In a data-driven enterprise, how we move our data becomes nearly as important as the data itself. With greater speed and agility, data’s value increases exponentially. From its very early days, we have open-sourced Apache Kafka™ and have led it to impressive industry-wide adoption across several thousand companies. Now we are focusing on building a streaming platform to help other companies get easy access to enterprise data as real-time streams.

Want to learn more about Confluent? Visit Confluent's website.