Description
Databricks is seeking an experienced Premier Support Engineer with a strong technical foundation and a passion for customer engagement.
In this role, the Designated Support Engineer will build and maintain close relationships with strategic customers, manage and prioritize critical issues, and ensure a high-touch, proactive support experience.
The impact you will have:
- Manage large strategic accounts to provide high-touch support experience
- Project manage all open support cases to expedite support ticket closure
- Facilitate customer correspondence with Engineering, Product Team, SMEs, and Accounts Teams to advance tickets toward resolution
- Directly engage on business-impacting situations and ensure recovery of functionality for the customer
- Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
- Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
- Carry out regular reviews of customer cases to identify trends
- Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
- Drive customer self-sufficiency by ensuring customers understand how to engage with the Databricks Support organization and tools
What we look for:
- 5+ years of customer-facing experience as a Support Engineer, Technical Account Manager, DSE or in related areas
- Minimum 3 years’ experience designing and developing, testing, and sustaining Python/Java/Scala-based applications required
- Highly effective with project managing multiple tasks and work streams, driving them to conclusion
- Demonstrated analytical and problem-solving skills, particularly those that apply to a “Distributed Big Data Computing” environment
- Excellent executive presence
- Language Proficiency: professional working proficiency in both Mandarin and English (both written and verbal)
Benefits: At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees.