Customer Success Technical Architect
IBM · Posted Oct 21
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM Global Sales helps clients solve complex business challenges through collaboration and co-created solutions. The Customer Success Technical Architect is a trusted technical advisor to Confluent (an IBM Company) customers after they adopt the platform, working across customer success, sales, solutions engineering, support, product, and engineering. The role focuses on improving technical health, accelerating adoption, guiding architecture and operational best practices, and managing risks across streaming environments.
What you will do
- Own customer-facing technical execution for a portfolio of strategic customers, aligning activity to customer goals, adoption plans, and desired business outcomes.
- Build trusted-advisor relationships with technical and business stakeholders, from practitioners and architects to senior leaders.
- Provide proactive guidance on Confluent and Apache Kafka architecture, workload optimization, operational practices, upgrades, reliability, security, governance, and adoption.
- Maintain a regular customer operating rhythm via office hours, quarterly reviews, health checks, roadmap alignment, and enablement.
- Assess technical health, identify adoption blockers and emerging risks, and create clear action plans with owners, milestones, and follow-through.
- Coordinate with Support and other Confluent and IBM teams on escalations, ensuring the customer has a clear path forward and that remediation actions are tracked to completion.
- Help customers prepare for critical events such as upgrades, major launches, architecture changes, and production growth.
- Educate customer teams on Confluent capabilities, recommended practices, and relevant product developments.
- Bring customer feedback and product insights back to Confluent, helping improve the customer experience and inform product direction.
- Contribute to the CSTA practice by sharing technical knowledge, reusable guidance, playbooks, and lessons learned.
Skills used in this role
What the employer is looking for
- Bachelor’s Degree in Computer Science, Engineering, Mathematics, or a related technical field, or comparable practical background.
- 5+ years of experience in a customer-facing technical role such as Customer Success Architect, Technical Account Manager, Solutions Architect, Support Engineer, Site Reliability Engineer, or equivalent.
- Ability to discuss application architecture, APIs, networking, security, observability, data integration, and production operations with technical stakeholders.
- 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
- Strong written and verbal communication skills, including the ability to lead structured conversations with both technical teams and executives.
- Ability to manage multiple customer priorities, create clarity in ambiguous situations, and drive actions to completion.
- A proactive, consultative mindset focused on preventing issues and creating customer value rather than only reacting to incidents.
- Willingness to continue learning in a rapidly evolving technical domain and to share knowledge with peers.
- Experience helping customers build distributed systems or streaming solutions that use Apache Kafka alongside technologies such as Spark, Flink, Hadoop, Cassandra, etc
- Experience with Apache Kafka & Apache Flink
- Confluent or Apache Kafka certification
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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