Director, Technical Solutions
Director, Technical Solutions
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Job Description
CSQ127R14
As a Director of Technical Solutions youll be responsible for growing leading and managing the current AMER Platform Support team to deliver the best support experience for Databricks customers. You will closely partner with the AMER field team the Engineering team the Product team and the Global Support team for operational success. In this role you will be truth-seeking leveraging your technical expertise hiring experience and operational excellence to elevate team performance.
The Impact you will have:
- Hire and grow the team to deliver world world-class support experience for Databricks customers
- Scale efficiently upskill and polish the team to handle a wide range of Databricks Platform-related technical issues
- Serve as a player-coach and provide technical leadership to the team
- Work cross-functionally with Sales and Field Engineering leadership to address product concerns raised by customers and deliver outstanding customer support for all Databricks Platform product features and functionality
- Deliver real-time and proactive queue individual backlog aging tickets stagnating tickets and escalating ticket management to maintain customer satisfaction and team morale.
- Deliver quality efficiency and productivity through a data and metrics-driven approach
- Deliver enablement plans troubleshooting guides runbooks tooling and AI requirements to make debugging easier for support engineers
What We Look For:
- Proven ability to hire and scale high-performing support teams enabling them and helping them grow in larger roles
- 5 Technical experience in Python Java or Scala-based application development SQL databases Linux/Unix systems and cloud platforms (AWS Azure or GCP)
- 5 years of technical support leadership experience managing distributed teams. Open to occasional travel to team locations
- Operational excellence in queue backlog aging ticket stagnation and escalation management. Metrics-driven approach to drive the teams quality and outcome
- Experience working cross-functionally with other teams such as Sales Field Engineering Product Management and Engineering
- A B.S degree in Computer Science or a related field is required (M.S. preferred).
Required Experience:
Director
Employment Type
Full Time
