Role at a glance
- Salary
- Not Disclosed
- Location
- Australia - Sydney
- Work arrangement
- On-site
- Employment
- Full-time
- Experience
- 18+ years of industry experience, with at least 8+ years of management experience
- Education
- B.S degree in Computer Science or a related field is required (M.S. preferred)
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Role Summary
Lead Databricks’ Premier Support team of Designated Support Engineers delivering white-glove support experiences for enterprise customers. The role partners with go-to-market, field, product, engineering, and support teams to improve customer satisfaction and reduce time to mitigation for technical issues and incidents.
What You'll Do
- Hire, onboard, and develop a team of designated support engineers.
- Identify and operationalize process improvements to meet or exceed team performance KPIs.
- Partner with field, engineering, support, and other cross-functional stakeholders to deliver a seamless post-sales experience and...
- Contribute to program enhancements and offerings tailored to evolving customer needs.
- Coordinate execution across customers, account teams, and regional GTM leadership teams to resolve technical blockers and drive high...
- Conduct internal and external Support Experience QBRs.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
18+ years of industry experience and at least 8+ years of management experience; ability to hire and scale high-performing support or field teams; ability to work with strategic customers and multiple competing priorities; 5+ years of technical support or field leadership experience managing global technical teams; cross-functional experience with Sales, Field Engineering, Product Management, and Engineering; experience influencing senior executives and senior customer leaders; B.S. degree in Computer Science or a related field.
Required
- 18+ years of industry experience
- At least 8+ years of management experience
- Ability to hire and scale high-performing support or field teams
- Ability to work with strategic customers and multiple competing priorities
- 5+ years of technical support or field leadership experience managing global technical teams
- Cross-functional experience with Sales, Field Engineering, Product Management, and Engineering
- Experience influencing senior executives and senior customer leaders
- B.S. degree in Computer Science or a related field
Preferred
- 5+ years of technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud...
- M.S. preferred
Original job description
Content provided by the employer
Original job description
Content provided by the employer
P-1562
As a Leader within the Premier Support team at Databricks, you’ll be responsible for leading and managing a team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will be hiring, mentoring, and developing a team of strong customer technical advocates while closely partnering with go-to-market, field and product teams to deliver the best support experience to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents.
The Impact You Will Have
- 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
What We Look For
- 18+ years of industry experience, with at least 8+ 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
- Preferred 5+ years of Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP)
- 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations
- Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
- Experience with influencing senior executives and and senior customer leaders
- B.S degree in Computer Science or a related field is required (M.S. preferred)
About Databricks
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. To learn more, follow Databricks on LinkedIn, X, YouTube, and Instagram.
Benefits
At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here.
Our Commitment to Diversity and Inclusion
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.
Compliance
If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.
About the company
Databricks
Large Enterprise
Databricks is a cloud-based data platform that specializes in providing solutions for data engineering, machine learning, and analytics. Founded in 2013 by the original creators of Apache Spark, the company enables organizations to unify data processing and analysis workflows, facilitating collaboration for data professionals. Databricks offers an integrated environment for data scientists, engineers, and business analysts, streamlining the process of building and deploying AI and data-driven applications. With a strong emphasis on simplifying big data management, Databricks helps businesses harness the power of their data to drive innovation and insights.
Databricks is a cloud-based data platform that specializes in providing solutions for data engineering, machine learning, and analytics. Founded in 2013 by the original creators of Apache Spark, the company enables organizations to unify data processing and analysis workflows, facilitating collaboration for data professionals. Databricks offers an integrated environment for data scientists, engineers, and business analysts, streamlining the process of building and deploying AI and data-driven applications. With a strong emphasis on simplifying big data management, Databricks helps businesses harness the power of their data to drive innovation and insights.