Senior Manager, Global Premier Support

CSQ227R21

As a leader within the Premier Support team at Databricks, you’ll be responsible for leading and managing a team of Designated Support Engineers which deliver white-glove support experiences for Databricks’ enterprise customers. You will be hiring, mentoring, and developing a team of strong customer technical advocates while closely partnering with go-to-market, field and product teams to deliver the best support experience to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents.

The impact you will have: 

Hire, onboard, and develop a top-tier team of Designated Support Engineers (DSE)

Identify and operationalize process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences

Partner closely with field, engineering, support, and other cross functional stakeholders within Databricks to ensure seamless post-sales experience and advocate customer needs.

Contribute to program enhancements and offerings tailored to evolving customer needs

Coordinate execution and collaborate across customers, accounts teams and regional GTM leadership teams to resolve technical blockers and drive high customer satisfaction

Conduct internal and external Support Experience QBRs

What we look for:

15+ years of industry experience, with at least 7+ years of management experience

Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles

Ability to work with strategic customers driving multiple completing priorities

Preferred 5+ years of Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP)

5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations

Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering

Experience with influencing senior executives and and senior customer leaders

B.S degree in Computer Science or a related field is required (M.S. preferred).

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here .

Zone 1 Pay Range $170,400 — $234,300 USD

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles.  Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here .

Zone 3 Pay Range $144,900 — $199,200 USD

About Databricks

Databricks is the Data and AI company. More …