Workday Integration – PRISM Technical Analyst
Zoox
Technical Support Engineering Manager
Confluent
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $145,800 - $171,400 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudReact
About the role
- Build a great team and company; develop strong relationships, capabilities, and experience among Confluent team members
- Manage, grow, and mentor a team of remote and/or local engineers; own the hiring process and foster deep technical expertise
- Own the operational health of your team, including ticket queue management, staffing, and performance; drive CSAT, SLA Adherence, and QA review scores
- Develop and continually improve Confluent support offerings and operations for existing and new products
- Analyze and present team performance, trends, and business impact in monthly operational reports and quarterly business reviews
- Respond to and resolve customer escalations; participate in an on-call rotation
- Ensure robust coverage and scheduling to manage ticket load and meet service level agreements
- Own the relationship between specialized team support and engineering; coordinate escalations across functional groups when necessary
- Collaborate with other teams involved in Customer Success
Requirements
- 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
- Ability to participate in on-call rotation and handle customer escalations
- Legal authorization to work in the United States (application asks about work authorization and sponsorship)
