Customer Success Manager

• Customer Support: Serve as the main point of contact for technical inquiries and incidents related to our platform and Flink-based pipelines.
• Issue Resolution: Diagnose, reproduce and resolve issues in a timely manner; own tickets from start to finish and maintain clear records in our support system.
• On-Call Support: Participate in a rotating on-call schedule outside standard business hours to deliver technical assistance and uphold SLAs for mission-critical deployments.
• Platform Guidance: Advise on packaging, deploying and managing containerized services (e.g., using Kubernetes) and configuration lifecycle. Guide customers on best practices for Flink job design and deployment models (e.g., on-prem Kubernetes, Cloud provider, Managed Flink, BYOC).
• Cloud Foundations: Leverage your understanding of cloud-native architectures and services (e.g., AWS, GCP, Azure) to guide customers in aligning Ververica Platform deployments with their existing compute, storage, networking and IAM setups—ensuring secure, resilient Flink operations.
• Troubleshooting: Empower users to diagnose and resolve issues by analyzing application logs, JVM and Flink metrics (e.g., from tools like Grafana, Kibana, Datadog), collecting performance data, and translating those insights into concrete recommendations for stable, high-throughput pipelines.
• Collaboration & Feedback: Partner with Product, R&D and Documentation teams to escalate complex issues, propose product enhancements and author knowledge-base articles.
• Customer Education: Create tutorials, sample projects and run technical workshops to accelerate customer success.

Customer Success Technical Engineer, APAC

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