Director Support Engineering (Data & AI)

São Paulo - Brazil

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

CSQ127R52

Mission

The Director - Support Engineering (Data & AI) will be responsible for building and leading a regional team of technical experts in Brazil focused on resolving highly complex and long-running support cases raised by Databricks customers. This leader will oversee all Support Engineering operations during AMER/LATAM business hours with close alignment to global teams and will ensure 24x7 support coverage through coordination with other regions.

Key Outcomes

Build and manage a high-performing regional team of Spark ML and AI Technical Solution Engineers in São Paulo (or another major Brazil hub).
Hire retain and develop top talent building a diverse world-class support engineering organization.
Coach and mentor regional support managers and future leaders while driving structured training technical workshops and knowledge-sharing initiatives.
Define and track quarterly goals for team growth individual development and overall performance excellence.
Partner with Engineering and Product teams to improve product supportability by embedding diagnostics observability and support-first practices into design and delivery.
Lead and resolve escalations during LATAM business hours ensuring cross-functional collaboration with Engineering Field and Global Support teams.
Act as a player-coach provide technical leadership (deep dives debugging RCA) while scaling organizational processes tools and guidelines.
Drive root cause analysis (RCA) and developer-owned quality practices ensuring issues are permanently fixed testing and instrumentation are embedded in the lifecycle and releases are reliable without reliance on hero fixes.
Build strong engineering-support partnerships by aligning roadmaps sharing visibility into changes and implementing joint mechanisms (on-call rotations incident reviews escalation playbooks) to improve case routing and resolution speed.
Lead support tooling and automation initiatives (e.g. log parsers JVM/heap/thread dump analyzers AI-assisted triage) to accelerate diagnosis and reduce time-to-resolution.
Collaborate with Field engineering Sales and Customer Success teams to address account-level concerns and strengthen adoption of the Databricks platform.
Demonstrate strong ownership collaboration and communication skills to build trust with customers and internal stakeholders.
Participate in global on-call rotations for critical support escalations.

Competencies & Requirements

Proven people leadership experience: at least 2 years as a manager of managers.
12 years in the IT industry with a strong background in Software Engineering SaaS Support Data Engineering or Cloud Platforms.
Experience leading large teams (50 employees) in technical support engineering or big data consulting.
Hands-on experience in at least two of the following at production scale:

Big Data (Spark Hadoop Kafka)
Machine Learning / Artificial Intelligence projects
Data Science / Streaming use cases

Spark expertise is a big advantage.
Strong background in customer-facing support leadership roles.
Excellent troubleshooting skills across distributed systems.
Fluent in English and Portuguese (Spanish a plus).
Strong ownership mindset with the ability to thrive in a fast-paced startup-like environment.
Bachelors/Masters in Computer Science or equivalent technical field.

Additional technical expertise (Preferred)

Strong Java/Scala development OOP and distributed systems debugging (JVM GC Linux).
Proficiency in data structures algorithms and performance optimization.
Hands-on with Spark (PySpark Scala SQL Streaming Performance Tuning Architecture).
Experience in data pipeline development & production deployments (Databricks EMR On-Prem).
ML/AI project development and deployment at scale.
Familiarity with Big Data ecosystems (Hadoop Hive Kafka) and major cloud platforms (AWS Azure GCP).
Knowledge of scalable system design CI/CD practices and modern DevOps tooling

Required Experience:

Director

CSQ127R52MissionThe Director - Support Engineering (Data & AI) will be responsible for building and leading a regional team of technical experts in Brazil focused on resolving highly complex and long-running support cases raised by Databricks customers. This leader will oversee all Support Engineeri...