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[Remote] Senior Customer Success Technical Architect - Bilingual (English and French)
Note: The job is a remote job and is open to candidates in USA. IBM Global Sales brings together innovation, collaboration, and expertise to help clients solve complex business challenges and drive digital transformation. The Senior Customer Success Technical Architect will serve as a trusted technical advisor for Confluent customers, guiding architecture, adoption, retention, and expansion while partnering with Sales, Product, Engineering, and Customer Solutions teams. The role focuses on data streaming platforms, customer technical success, and solutions involving Kafka, Flink, cloud infrastructure, and distributed systems.
Responsibilities
- Champion and advocate for the customer within Confluent. You will be the technical voice of the customer and will leverage learned technical insights & perspective while coordinating between Confluent Sales, Product, Services, Support and Training teams to drive technical success
- Identify customer technical objections and develop strategies to address those blockers to adoption
- Proactively support customers through technical lifecycle activities such as architecture planning, cluster & security design, monitoring & automation; review & provide guidance on upgrade or migration plans, platform & application hardening ideas and high availability design
- Guide customers up the data streaming maturity curve through recommendations on advanced technical topics (e.g. data mesh, stream processing, utilization optimization & performance tuning)
- Develop and present periodic customer reviews, including analysis of technical health and operational performance, to Confluent senior management
- Document and transfer knowledge to customers and internal teams. This assists customers in advancing their knowledge & abilities on their own, while also helping Technical Support Engineers and Professional Services teams better serve your customers
- Leverage knowledge of your customer environments and use cases to influence the roadmap of Confluent products
- When necessary, roll up your sleeves and dig in to help address customer issues alongside Confluent Technical Support Engineers and Core Engineering
Skills
- Demonstrated success in a technical Field role for a product / SaaS company with enterprise customers
- Passion for working on complex technical problems, with a strong understanding of modern infrastructure and streaming technologies
- Self starter who loves a fast-paced environment
- Excellent interpersonal & communication skills and an ability to concisely explain tricky issues and complex solutions to a variety of personas
- Demonstrated ability to manage multiple customers at a time while paying strict attention to detail and delivering results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
- Collaborative spirit, outstanding consulting & relationship management skills and ability to rapidly switch context
- Hands on knowledge of one or more key cloud vendors (AWS, GCP and Azure)
- Solid understanding of cloud networking and security technologies (e.g. VPC, Private Link, Private Service Connect, TLS/SSL, SASL, Kerberos, etc.)
- Experience prototyping and analyzing code for client solutions in multiple languages (e.g. Java, Python, Go, etc.)
- Experience with Java Virtual Machine (JVM) tuning and troubleshooting
- Experience with operating Linux, you know how to configure, tune and troubleshoot both RedHat & Debian based distributions
- Ability to learn new technologies quickly, as well as a strong interest in doing so!
- Confluent Developer or Administrator certifications (
- Experience with Apache Kafka & Apache Flink
- Experience helping customers build distributed systems or streaming solutions that use Apache Kafka alongside technologies such as Spark, Flink, Hadoop, Cassandra, etc
- Emerging Technologies Knowledge: Experience in staying up-to-date on industry trends, market dynamics, and key players, with the ability to identify and capitalize on emerging opportunities
- Strategic Thinking: Experience in developing industry insights and solutions that drive business value and address pressing industry challenges, with the ability to think strategically and tailor guidance to client needs
Benefits
- World-class onboarding
- Continuous learning
- A supportive culture
- Tools and opportunities to grow your career
- US Remote work arrangement
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