Designated Support Engineer

P-1007

Databricks is looking for an experienced Designated Support Engineer with a passion for customer relations, project and account management. This role requires a self-motivated professional with a strong technical background that consistently brings a high level of commitment to customers and Databricks teammates. The ideal candidate brings strong communication and project management skills as well as strong technical background and the ability to strategically and tactically navigate the challenges with large, strategic customers.

The Designated Support Engineer will develop and maintain close relationships with a strategic group of customers. The ideal candidate will coordinate and prioritize business critical cases/events, and will be responsible for ensuring a high touch support experience.

The impact you will have:

• Work with Databricks' largest strategic accounts to provide high touch support experience
• Manage one or multiple accounts simultaneously
• Project manage all open support cases on a daily basis, sometimes multiple times a day to ensure forward progress.
• Facilitate correspondence with Engineering, Product Team, SMEs, Accounts Teams and inspire active engagement to ensure forward progress on support cases.
• Directly engage on business impacting situations and ensure recovery of functionality for the customer.
• Review upcoming customer events and planned production activities to identify potential problems, then plan and implement solutions
• Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
• Own and drive escalated issues blocking production success
• Effectively use sound business judgment, risk avoidance and subject matter experts resources to coordinate team efforts to solve problems
• Carry out regular review of customer cases to identify trends
• Handle challenging situations in a fast paced environment
• Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
• Serve on and actively participate in customer steering committee meetings
• Drive customer self-sufficiency by ensuring customers understand how to engage with the Databricks Support organization and tools
• Pilot new programs and drive continuous improvement initiatives for production customers
• Participate in our 24x7 program

What we look for:

• 3 to 5 years of customer facing experience as Technical Account Manager, Designated Support Engineer or in related areas like implementation, Technical Support, or Solutions Architect
• Minimum 3 years’ experience designing and developing, testing, and sustaining Python/Java/Scala based applications required
• Demonstrated analytical and problem-solving skills, particularly those that apply to a “Distributed Big Data Computing” environment.
• You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders

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