Mike Prince

About Mike Prince

I lead Customer Operations and Technical Support across the Americas at Confluent, focused on building reliable, scalable systems and developing strong managers who deliver consistent outcomes for enterprise customers.My work centers on execution and stability. I strengthen operational processes, improve incident response and on-call governance, and align support with Engineering, Product, Sales, and Customer Success. I lead global on-call coverage planning and budgeting in partnership with Finance and leadership, balancing availability, cost, and regional requirements to support 24/7 enterprise operations.I represent the Americas organization on initiatives to build and adopt AI-enabled tools and workflows, focused on improving resolution speed and operational efficiency.Drawing on experience across support, development, quality, automation, and infrastructure, I design practical operating models that work in complex, high-growth environments. Over time, I’ve built management capacity, introduced consistent operating and governance processes, and led global initiatives that improve reliability while managing operational risk. I’m known for being calm under pressure, detail-oriented, and consistent—traits that matter most in high-impact operational roles.

Experience

1. Director, Technical Support Engineering

   Confluent

   Mar 2025 — Present · Raleigh-Durham-Chapel Hill, NC, US

   Lead Americas customer operations and technical support for enterprise and strategic customers on Confluent’s data streaming platformOwn regional service reliability, incident response, and on-call governance in partnership with global leadershipDesign and roll out scalable support operating models and coverage strategies as the organization growsPartner with Engineering and Product on support readiness, field feedback, and reliability improvementsRepresent the Americas organization on initiatives to adopt AI-enabled tools and workflowsBuild and develop management capacity through hiring, coaching, and succession planningDrive cross-region alignment and standardized operating practices

Education

• North Carolina State University

  BS, Computer Science

Skills

• Cloud Computing
• Cisco Technologies
• Snmp
• Ethernet
• Testing
• Software Development
• Linux
• Qos
• Cisco Systems Products
• Cisco Ios
• Unix
• Internet Protocol (Ip)
• Internet Protocol Suite (Tcp/Ip)
• Ip
• Voip
• Routing
• Tcp/Ip