Designated Support Engineer

Who you are

You have over 5 years of customer-facing experience as a Support Engineer, demonstrating a strong technical foundation and a commitment to customer engagement. Your excellent communication skills allow you to build and maintain close relationships with strategic customers, ensuring they receive a high-touch support experience. You are self-motivated and possess strong project management and problem-solving skills, which enable you to manage and prioritize critical issues effectively.

You excel at facilitating customer correspondence with Engineering, Product Teams, and Subject Matter Experts to advance support tickets toward resolution. Your ability to engage directly on business-impacting situations ensures that functionality is recovered for customers promptly. You are adept at using sound business judgment and risk avoidance to coordinate team efforts in solving complex problems.

You regularly review customer cases to identify trends and champion customer needs, advocating for them within the organization. Your experience includes chairing roundtables to ensure close communication and relationship building with key stakeholders. You are committed to driving customer self-sufficiency by ensuring they understand how to engage with the Databricks Support organization and tools.

What you'll do

In this role, you will manage large strategic accounts, providing a high-touch support experience that meets customer needs. You will project manage all open support cases to expedite ticket closure, ensuring that customers receive timely updates and resolutions. Your responsibilities will include facilitating communication between customers and internal teams, including Engineering and Product, to address any roadblocks and mitigate issues.

You will engage with Senior Leadership and technical staff to remove obstacles that may delay issue resolution. Your role will involve conducting regular reviews of customer cases to identify trends and areas for improvement, allowing you to proactively address potential issues before they escalate.

You will champion customer needs within the organization, advocating for their requirements and ensuring that their voices are heard. By chairing roundtables and facilitating discussions, you will foster strong relationships with key stakeholders, enhancing the overall customer experience.

Your focus will also be on driving customer self-sufficiency, ensuring that customers are well-informed about how to utilize Databricks Support tools effectively. You will work closely with customers to empower them to engage with the support organization independently, enhancing their overall satisfaction and success with Databricks products.

What we offer

At Databricks, we value our employees and strive to create a supportive and engaging work environment. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a dynamic team that is dedicated to delivering exceptional support to our customers, making a meaningful impact on their success.

We encourage you to apply even if your experience doesn't match every requirement. Your unique skills and perspectives could be a valuable addition to our team. Join us in our mission to empower organizations to make data-driven decisions and achieve their goals.