Sr. Manager, Technical Solutions

CSQ426R137

Databricks is looking for a Senior Technical Solutions Manager to grow, lead and manage the Technical solutions engineers and support teams in India. The Senior Technical Solutions Manager is responsible for building and managing a regional team of technical experts focused on resolving highly complex and long-running support tickets raised by Databricks customers while overseeing the Support operations.

Impact you will have:

• Build and manage a team of Technical Solution Engineers

• Provide coaching and mentorship to the engineers

• Identify and implement process improvements to meet or exceed regional performance KPIs.

• Establish training plans and subject matter expertise within the team.

• Drive support escalations and establish cross-functional collaboration to manage and resolve issues.

• Be a player-coach and provide technical leadership to the regional support team.

• Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform.

• Define quarterly goals and track them to completion to drive team growth and personal development.

• Scale the organization by developing processes and guidelines that promote operational efficiency

• Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.

• Perform risk assessments and be a hands-on leader

What we are looking for:

• Minimum 15 years of experience in the Tech Industry - SaaS Support, building, testing, and maintaining

• Minimum 6+ years of managerial experience, leading a team of at least 6+ technical support engineers

• Proven experience working with cloud native applications/SaaS (AWS, Azure, GCP), big data platforms, or Apache Spark ™ in a technical capacity

Department: Support