Customer Success Technical Architect (CSTA)

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Position Overview

Confluent is revolutionizing how data moves and what the world can do with it. Our platform empowers companies to react faster, build smarter, and deliver dynamic experiences by putting information in motion. We are seeking a Customer Success Technical Architect (CSTA) to serve as a trusted technical advisor and advocate for our customers. The primary goal of this role is to ensure customer success, retention, and expansion by providing expert technical guidance and best practices for the Confluent product suite.

About the Role

The CSTA role is a blend of technical expertise and commercial acumen. You will utilize your technical background (e.g., AppDev, SysAdmin, Distributed Computing) to advise customers on their architectures, including patterns and strategies for operating and maturing their Confluent subscriptions. Additionally, you will leverage relationship management skills and industry experience to guide customers in achieving their business goals and value-based outcomes through their Confluent investment.

You will partner with the Customer Solutions team and cross-functional divisions like Sales, Product Management, and Engineering to accelerate customer time-to-value, maximize product consumption, and help them achieve their overall business objectives. This role offers the opportunity to gain broad experience with Kafka, Flink, and Confluent IP, as well as understand complementary and competitive technologies. You will work with a diverse range of organizations, from startups to large enterprises, building strong relationships and ensuring exemplary delivery standards.

Responsibilities

• Customer Advocacy: Champion and advocate for the customer within Confluent, acting as the technical voice of the customer.
• Technical Guidance: Coordinate between Confluent Sales, Product, Services, Support, and Training teams to drive technical success for customers.
• Objection Handling: Identify customer technical objections and develop strategies to overcome blockers to adoption.
• Proactive Support: Guide customers through technical lifecycle activities, including architecture planning, cluster and security design, monitoring and automation, upgrade/migration plans, platform and application hardening, and high availability design.
• Maturity Advancement: Advise customers on advanced technical topics such as data mesh, stream processing, utilization optimization, and performance tuning to advance their data streaming maturity.
• Customer Reviews: Develop and present periodic customer reviews, including analysis of technical health and operational performance, to Confluent senior management.
• Knowledge Transfer: Document and transfer knowledge to customers and internal teams to enhance their abilities and improve service delivery.
• Roadmap Influence: Leverage knowledge of customer environments and use cases to influence the roadmap of Confluent products.
• Issue Resolution: Collaborate with Confluent Technical Support Engineers and Core Engineering to address customer issues when necessary.

Requirements

• Bachelor's degree in Computer Science, Engineering, Mathematics, or another quantitative field.
• Demonstrated success in a technical field role for a product/SaaS company.