Databricks
Overview
As a Director of Premier Support, you’ll be responsible for scaling, leading, and managing a global team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will closely partner with go-to-market and product teams to iterate and evolve the program to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents. Responsibilities
Grow and develop a team of global designated support engineers (DSE) Identify and institute process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences Develop 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
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 completing priorities 5+ 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 B.S degree in Computer Science or a related field is required (M.S. preferred). Pay Range Transparency
Zone 1 Pay Range $201,900—$282,675 USD Zone 3 Pay Range $171,700—$240,325 USD 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, 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.
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As a Director of Premier Support, you’ll be responsible for scaling, leading, and managing a global team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will closely partner with go-to-market and product teams to iterate and evolve the program to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents. Responsibilities
Grow and develop a team of global designated support engineers (DSE) Identify and institute process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences Develop 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
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 completing priorities 5+ 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 B.S degree in Computer Science or a related field is required (M.S. preferred). Pay Range Transparency
Zone 1 Pay Range $201,900—$282,675 USD Zone 3 Pay Range $171,700—$240,325 USD 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, 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.
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