Senior Customer Success Technical Architect

2 weeks ago

Singapore CONFLUENT SINGAPORE PTE. LTD. Full time

Roles & Responsibilities

With Confluent, organisations have the opportunity to fully utilize continuously flowing data to innovate and succeed in the modern digital world. Embracing the goal to constantly improve, we are paving the way in a new data infrastructure category - data streaming. This groundbreaking technology empowers every organization to create impactful experiences and harness the potential of data in ways that transform our lives. This transformative influence fuels our drive to excel day by day.

Unified as One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

The Senior Customer Success Technical Architect plays a vital role as the technical advocate for our enterprise clients. You will serve as the main point of contact, addressing technical, product, and support inquiries on a daily basis. Collaborating with diverse teams within Confluent, you will ensure efficient resource utilization to boost customer success. This position offers a valuable opportunity to gain extensive experience with Kafka, the Confluent Platform, and engage with a wide array of organizations, from startups to large enterprises. Throughout these engagements, you will foster strong customer relationships, uphold exceptional delivery standards, and enjoy assisting customers in constructing cutting-edge streaming data infrastructure alongside industry-leading colleagues.

What You Will Do:

  • Champion and represent the customer within Confluent, acting as their voice and coordinating with various internal teams to drive customer success
  • Conduct and present regular customer reviews to Confluent senior management
  • Assist in addressing customer issues alongside Support Engineers and Core Engineering teams when necessary
  • Utilize your knowledge of customer environments to support Support Engineers and Professional Services teams in catering better to customers
  • Employ your familiarity with customer environments and use cases to influence the product roadmap of Confluent
  • Provide comprehensive reviews of operational performance, service disruptions, and detailed pre-launch planning to customer leadership
  • Educate customers on best practices for utilizing the Confluent platform
  • Recommend proactive measures to help customers prevent issues and ensure successful outcomes

What You Will Bring:

  • Demonstrated success in Customer Success, Customer Support, or Professional Services roles with enterprise customers
  • Passion for solving complex technical challenges independently
  • Quick ability to learn new technologies and a strong willingness to do so
  • Effective communication skills and the capacity to simplify intricate problems and solutions
  • Experience in Java Virtual Machine (JVM) tuning and troubleshooting
  • Proficiency in Linux operations, including configuration, tuning, and troubleshooting of RedHat & Debian based distributions
  • Outstanding interpersonal communication skills shown through successful B2B software projects
  • Project management experience essential for coordinating across various teams and ensuring client success
  • Bachelor's degree in Computer Science, engineering, mathematics, or a related field
  • Thrives in a fast-paced, startup environment with ambiguity and tight deadlines
  • Track record of managing multiple projects simultaneously with keen attention to detail and driving results in areas like expansion, customer satisfaction, and feature adoption
  • Experience in assisting customers in building solutions incorporating Apache Kafka along with Hadoop, databases, message queues, and related technologies
  • Previous employment in a tech startup
  • Proficient in Java and distributed systems
  • Willingness to travel up to 25% of the time for client visits

Tell employers about your skills:

Excellent Communication Skills, Cloud solutions, Big Data, Customer Support, Architect, Hadoop, Customer Success, B2B, Attention to Detail, Customer Satisfaction, Java, Professional Services, Databases, Linux, Software Development

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