Manager, IT Support at Confluent

California, United States

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$141,500 – $166,300Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Data StreamingIndustries

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered
5+ years of progressive IT support experience, including at least 2 years in a supervisory, lead, or management role
Technical expertise in computer systems, networks, hardware, software, and standard business applications
Proven ability to balance leadership duties with personal technical workload
Experience managing IT asset lifecycles, onboarding/offboarding processes

Responsibilities

Shared accountability for roadmaps, performance, and availability of the IT Support team
Be the face of IT support to the local Confluent team, including executives at HQ
Provide mentorship, coaching, and professional development to a team of direct reports
Serve as a contributor to the company in collaboration with the leadership team for purchase, tracking, integration, testing, operation, and disposition of all changes to company-wide technology owned by the IT team
Translate highly complex IT concepts for various audiences; influence senior leadership to adopt new ideas, products, and/or approaches
General administration and familiarity with GSuite, Zoom, Slack, Atlassian, and Okta
Consult senior-level stakeholders to identify business and technology needs and optimize IT use
Proactively identify opportunities, conduct analyses, needs assessments, cost/benefit assessments, and broker other IT services
Foster strategic relationships between internal IT resources and external entities (vendors, partners, etc.)
Ensure smooth delivery and operation of IT services by monitoring system performance
Develop dashboards, reports, and KPIs for performance & productivity reporting for systems and personnel
Ensure Service Level Agreements (SLAs) and escalations are appropriately addressed
Develop and implement strategies to manage, measure, and improve services, tools, and overall support
Help define and be part of the AI strategy, including support, user education, and experience
Lead the IT support function for the US region, manage the support ticket queue, assign and track work, resolve complex technical issues, and oversee IT asset lifecycle management, onboarding, and off-boarding

Skills

Key technologies and capabilities for this role

IT SupportTicket ManagementTechnical SupportAsset ManagementOnboardingOffboardingCloud InfrastructureSaaS ApplicationsTeam ManagementMentoring

Questions & Answers

Common questions about this position

What is the salary range for the Manager, IT Support role?

The salary range is $141.5K - $166.3K.

Is this a remote or hybrid position, and where is it located?

This is a hybrid role in the San Francisco Bay area.

What key skills are required for this IT Support Manager position?

The role requires hands-on technical support experience, leadership and mentoring skills, and familiarity with tools like GSuite, Zoom, Slack, Atlassian, and Okta.

What is the company culture like at Confluent?

Confluent values smart, curious team players who ask hard questions, give honest feedback, show up for each other, and work together without egos.

What makes a strong candidate for this IT Support Manager role?

Strong candidates will have hands-on leadership experience in IT support, the ability to mentor teams, resolve complex issues, and communicate technical concepts to diverse audiences including executives.

Confluent

Data streaming solutions for real-time processing

About Confluent

Confluent specializes in data streaming solutions, focusing on helping businesses manage and process real-time data streams. Its main product is built on Apache Kafka, an open-source platform that allows users to create real-time data pipelines and streaming applications. Clients, including large enterprises and financial institutions, utilize Confluent's tools to collect, process, and analyze data streams, which helps them make quicker and more informed decisions. Unlike many competitors, Confluent offers a subscription-based model for its cloud platform, Confluent Cloud, and its on-premises software, Confluent Platform, ensuring a steady revenue stream. The company also provides professional services like training and consulting to assist clients in optimizing their data streaming solutions. Confluent's goal is to be a leader in the data streaming market, enabling organizations to leverage real-time data for improved operational efficiency.

Mountain View, CaliforniaHeadquarters

2014Year Founded

$443.5MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Best Teammates on Planet Earth - Loving your job has a lot to do with the people around you. Luckily at Confluent, you will find some of the most genuine people who make you excited to come to work each day.

Adjustable Working Arrangements - While most of our employees work typical business hours, we encourage everyone to partner with their manager to make a schedule that works best for them and Confluent.

Robust Benefits - Health and wellness is important and Confluent is proud to offer a total benefits program that ranks in the top percentile of companies similar in size to our industry in our established geographies.

Rest and Recharge Days - Personal time off is great but it is even better when your whole team has the day. Each quarter, teams have three recharge days where the entire team logs off and refreshes before coming back to work.

Weekly Lunch Spend - At Confluent, we have a weekly lunch program called “No Pay Thursday.” On Thursdays, lunch is provided by Confluent at local restaurants and grocery stores, taxes may apply for some countries.

Flexible Paid Time Off (PTO) - Confluent employees work really hard to meet the needs of our growing and scaling business. To make sure that we don’t burn out, we encourage everyone to balance their PTO in an adequate way.

Risks

CTO Chad Verbowski's retirement may lead to a temporary leadership vacuum.

WarpStream acquisition may present integration challenges, disrupting operations.

Participation in MongoDB AI Program exposes Confluent to competitive pressures.

Differentiation

Confluent's platform is based on Apache Kafka, a leading open-source data streaming technology.

The company offers a subscription-based model, ensuring steady recurring revenue streams.

Confluent's solutions cater to diverse industries, enhancing real-time data processing capabilities.

Upsides

Increased adoption of Apache Flink complements Confluent's existing Apache Kafka-based solutions.

Integration with MongoDB's AI Applications Program enhances AI-driven data processing capabilities.

The OEM Program launch can drive new partnerships and expand market presence.

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