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About the Role
As a Leader within the Premier Support team at Databricks, you will lead and manage a team of Designated Support Engineers delivering white-glove support experiences for enterprise customers. You will hire, mentor, and develop customer technical advocates, partnering with go-to-market, field, and product teams to maximize customer satisfaction and reduce time to mitigation for technical issues.
Responsibilities
- Hire, onboard, and develop a top-tier team of designated support engineers (DSE)
- Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences
- Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs
- Contribute to program enhancements and offerings tailored to evolving customer needs
- Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction
- Conduct internal and external Support Experience QBRs
Requirements
- 15+ years of industry experience, with at least 6+ years of management experience
- Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles
- Ability to work with strategic customers, driving multiple competing priorities
- 5+ years of technical support or field leadership experience managing global technical teams
- Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
- Experience with influencing senior executives and senior customer leaders
Skills
- Python
- Java
- Scala
- SQL databases
- Linux/Unix systems
- Cloud platforms (AWS, Azure, or GCP)
Location
- Global
Work Type
- Full-time
- Occasional travel
Experience Level
- 15+ years of industry experience
- 6+ years of management experience
- 5+ years of technical experience
- 5+ years of technical support or field leadership experience
Education Level
- B.S degree in Computer Science or a related field
- M.S. preferred
Benefits
- Comprehensive benefits and perks
About the Company
- Databricks is the Data and AI company.
- More than 20,000 organizations worldwide — including adidas, AT&T, Bayer, Block, Mastercard, Rivian, Unilever, and 70% of the Fortune 500 — rely on the Databricks Data + AI Platform to build and scale data and AI apps, analytics and agents.
- Headquartered in San Francisco with 30+ offices around the globe, Databricks offers a unified platform that includes Genie, Lakebase, Agent Bricks, Lakeflow, Lakehouse, and Unity Catalog.
Equal Opportunity
- At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel.
- We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards.
- Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.