Technical Solutions Manager, Platform
Technical Solutions Manager, Platform
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Job Description
P-1449
Databricks is looking for a Technical Solutions Manager to grow lead and manage the Technical Solutions engineers and support teams in Brazil. The Technical Solutions Manager is responsible for building and managing a regional team of technical experts focused on resolving highly complex and long-running support tickets raised by Databricks customers. This manager will oversee Support operations during AMER hours and will be responsible for managing a team out of our São Paulo office.
Impact you will have:
- Build and manage a team of Technical Solution Engineer
- Provide coaching and mentorship to the engineers
- Identify and implement process improvements to meet or exceed regional performance KPIs.
- Establish training plans and subject matter expertise within the team.
- Drive support escalations during AMER business hours and establish cross-functional collaboration to manage and resolve issues.
- Be a player-coach and provide technical leadership to the regional support team.
- Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform.
- Define quarterly goals and track them to completion to drive team growth and personal development.
- Scale the organization by developing processes and guidelines that promote operational efficiency
- Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.
- Participate in weekend on-call rotations for support escalations.
- Perform risk assessments and be a hands-on leader
What we are looking for:
- Minimum 7 years of experience in the Tech Industry - SaaS Support building testing and maintaining
- Minimum 1 years of managerial experience leading a team of at least 6 technical support engineers
- Proven experience working with Cloud native applications / SaaS (AWS Azure GCP) or big data platforms in a technical capacity.
- Hands-on experience in Systems troubleshooting Networking and Linux fundamentals JVM troubleshooting Debugging of Java applications is a great plus
- Proven experience working with Big Data (Platform Kafka Hadoop) Cloud (AWS Azure GCP) or Data Science platforms in a technical capacity.
- Demonstrated experience in a customer-facing role managing a large regional team of technical support engineers.
- Excellent analytical and troubleshooting skills.
- Excellent customer facing verbal and written communication skills
- A team-oriented attitude and a high degree of comfort working in a startup environment
Required Experience:
Manager
Employment Type
Full Time
