Director, Global Premier Support

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 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

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.