P-1388 As a Sr. Manager of the Data & AI Support Engineering team, you will lead and manage a team of Technical Solutions Engineers responsible for driving deep technical resolutions for complex customer issues across Spark, AI/ML, Streaming, and Lakehouse platforms. You will help customers realize business value from Databricks Ecosystem products through strong technical leadership, AI-first operational innovation and customer-centric execution
Mission Lead and scale a world-class AI-first Data & AI Support Engineering organization that combines deep technical expertise, operational excellence, intelligent automation and customer-centric support to accelerate issue resolution, improve platform reliability and drive exceptional customer outcomes across enterprise-scale Data and AI workloads
Build AI-enabled support workflows and reusable automations to improve resolution speed and support quality
Use Agentic AI systems, logs, telemetry, observability platforms and internal systems to accelerate troubleshooting and root-cause analysis safely
Create reusable runbooks, prompts, and agentic workflows that scale operational efficiency across teams
Ensure strong AI governance, customer data safety, validation practices, auditability, and human-in-the-loop controls
Partner with Engineering and Product teams to drive AI-first support innovation and operational excellence
Outcomes Drive AI-first support transformation initiatives that improve resolution speed, case quality, operational efficiency and customer experience
Partner with Engineering and Product teams to operationalize AI-assisted diagnostics, observability insights, and intelligent escalation management for enterprise customers
Build and scale reusable AI-enabled workflows, automations, runbooks, and operational intelligence frameworks across the support organization
Lead and manage Technical Solutions Engineers, Team Leads, and support operations personnel across AMER support functions based out of the Dallas location
Own and improve operational KPIs including customer satisfaction, escalation management, backlog health, resolution efficiency, and support quality
Act as a senior escalation point for customers and internal teams while driving operational excellence and process optimization
Lead hiring, onboarding, mentoring, technical assessments, training, and career development for support engineers and technical leads
Conduct regular one-on-ones, annual review, and career development discussions with direct reports
Be a hands-on technical leader supporting complex issues related to Spark Core, Spark SQL, Structured Streaming, Delta Lake, Lakehouse architecture, and Databricks Runtime technologies
Guide customers on Spark runtime optimization, distributed