Designated Support Engineer

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 a 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