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Sr. Technical Enablement Manager, Support

Customer Solutions

Remote, United States

Job ID: R00330

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Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.


We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact.


About the Role:

As the Technical Enablement Manager for our Global Technical Support (GTS) organization, you will be a part of our Confluent Academy team and report to the Head of Customer Growth GTM Methodology. You will work alongside Technical Enablement Managers leading key enablement programs and initiatives and supporting the rest of our Customer Solutions Group organization. In this role, you will work closely with GTS leadership to define an enablement strategy and execute by creating engaging enablement programs designed to drive efficiency and effectiveness throughout Confluent's GTS team.

Best-in-breed technical support is a critical part of what we provide to our customers, and this role will play a key part in ensuring the technical and operational readiness of our support personnel globally. In this role, you will work as the liaison to the rest of the Confluent Academy team, Product Management, Engineering, and Engineering Technical Program Management to ensure that enablement on Confluent's products reaches the GTS team in a timely manner and with the technical depth required for teams to be successful.

You will need to develop and maintain a firm understanding of our customers, cloud partners (e.g., AWS, Azure, Google), and the needs of our Support Engineers so that you can properly identify what is relevant for technical field teams to be enabled. Your ultimate goal will be to ensure Support team readiness, and you will therefore be thinking beyond just creating and launching new content and programs.


What You Will Do:

  • Develop and maintain strong working relationships within Confluent's GTS team as well as with cross-functional counterparts in Confluent Academy, Engineering, Product, and technical program management. As part of this, you will Partner with Support Team management to plan for and ensure new content delivery and knowledge transfer to subject matter experts and generalist support engineers globally.  
  • Develop and enhance our GTS Onboarding program and path, ensuring our new team members are able to ramp smoothly and effectively. 
  • Own Support Team readiness in Confluent’s Product NPI (New Product Introduction) process and ensure that new products and releases are ready to be supported. Continually evolve and improve these programs to ensure that they are efficient, scalable, and driving improvement.
  • Work with our GTS management and Confluent Academy team to design and build scalable enablement role-based learning assets and assess skill levels to ensure effective ongoing education and skill development. 
  • Efficiently leverage subject matter expert bandwidth across GTS, Engineering, and Product, as needed to generate enablement resources as required.  This role will not be expected to develop all enablement content for support but should be comfortable pursuing answers independently and be capable of understanding whether enablement content meets the needs of Support.
  • Represent the support team in new product architecture reviews.  You should be able to identify risk areas and gaps in support enablement and then communicate effectively to ensure that the risks are addressed.
  • Collaborate with content management and enablement peers by adhering to the content lifecycle process as it pertains to your enablement programs. 
  • Work alongside Technical Enablement Managers supporting the rest of our Customer Solutions Group organization to create engaging enablement programs designed to drive efficiency and effectiveness throughout Confluent's CSG teams. 
  • Define and track release readiness/enablement KPIs and periodically evaluate programs based on feedback and KPIs.


What You Will Bring:

  • Minimum of a bachelor's degree or equivalent work experience. 
  • 5+ years of building and running enablement programs for customer-facing technical teams, preferably in SaaS or IaaS environments where releases happen often.
  • 5+ years experience in technical program management and project management.
  • Hands-on experience with Learning Management System (LMS) preferred.
  • Strong technical background; should be able to understand and convey highly technical subject matter.
  • Excellent verbal, written, and presentation skills, and experience communicating at all levels of the organization
  • Exceptional time management skills and an ability to prioritize projects effectively.
  • Ability to influence without authority.
  • Open, growth mindset with a high degree of self-motivation fostered in a face-paced, high-growth, dynamic environment.


What Gives You an Edge: (optional – delete section if not used)

  • Experience with software security, cloud computing (AWS, Azure, GCP), Linux, and networking
  • Experience with distributed software systems environments/deployments



Come As You Are


At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.



At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location.  This position has an annual estimated salary of $114,000 - $131,100 USD, an annual bonus, and a competitive equity package. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits, click HERE.


Click HERE to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies collect, use, and share certain personal information of California job applicants and prospective employees.




Confluent is Remote-First

At Confluent, we care about how you work - not where. We encourage you to apply for positions outside of the listed job location or your immediate region.

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