CSQ227R164 At Databricks, we are passionate about empowering data teams to tackle the world’s most challenging problems — from bringing the next mode of transportation to reality to accelerating the development of medical breakthroughs. We achieve this by building and operating the world’s leading data and AI infrastructure platform, enabling our customers to leverage deep data insights and enhance their business. Founded by engineers — and customer-obsessed — we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started
As a Technical Escalation Manager, you will be responsible for coordinating efforts to resolve critical customer issues, customer-impacting situations, and major incidents. You will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations
The impact you will have here: Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution
Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with the timely execution of action items
Create and execute a data-driven customer recovery plan for every escalation and incident that is addressed
Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes
Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management
Coordinate all necessary resources to fast-track and resolve new incidents and escalations from customers with a clear and detailed plan
What are we looking for? A minimum of 8+ years of experience in customer support, escalation, SRE, or incident management is required
Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences
Experience with a "Distributed big data Computing" environment, SQL-based databases, as well as data warehousing and ETL technologies such as Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL
Linux/Unix administration skills, networking, and Hands-on Cloud experience with AWS, Azure, or GCP are required
Experience working cross-functionally with support, engineering, product management, and directly with customers; ability to deeply understand product and customer personas
BS or Master's, or PhD in Computer Science or Computer Engineering, or related Engineering field
Written and spoken proficiency in both Japanese and English About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter , LinkedIn and Facebook
Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here
Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics
Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone