CSQ127R14

As a Director of Technical Solutions, you’ll be responsible for growing, leading, and managing the current AMER Platform Support team to deliver the best support experience for Databricks customers. You will closely partner with the AMER field team, the Engineering team, the Product team, and the Global Support team for operational success. In this role, you will be truth-seeking, leveraging your technical expertise, hiring experience, and operational excellence to elevate team performance.

The Impact you will have:

• Hire and grow the team to deliver world world-class support experience for Databricks customers
• Scale efficiently, upskill and polish the team to handle a wide range of Databricks Platform-related technical issues
• Serve as a player-coach and provide technical leadership to the team
• Work cross-functionally with Sales and Field Engineering leadership to address product concerns raised by customers, and deliver outstanding customer support for all Databricks Platform product features and functionality
• Deliver real-time and proactive queue, individual backlog, aging tickets, stagnating tickets, and escalating ticket management to maintain customer satisfaction and team morale.
• Deliver quality, efficiency, and productivity through a data and metrics-driven approach
• Deliver enablement plans, troubleshooting guides, runbooks, tooling, and AI requirements to make debugging easier for support engineers

What We Look For:

• Proven ability to hire and scale high-performing support teams, enabling them and helping them grow in larger roles
• 5+ Technical experience in Python, Java, or Scala-based application development, SQL databases, Linux/Unix systems, and cloud platforms (AWS, Azure, or GCP)
• 5+ years of technical support leadership experience managing distributed teams. Open  to occasional travel to team locations
• Operational excellence in queue, backlog, aging ticket, stagnation, and escalation management. Metrics-driven approach to drive the team’s quality and outcome
• Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
• A B.S degree in Computer Science or a related field is required (M.S. preferred).

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

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.BenefitsAt 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, please visit https://www.mybenefitsnow.com/databricks. 

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.