What are the responsibilities and job description for the Designated Support Engineer position at Databricks?
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Databricks is looking for an experienced Designated Support Engineer with a passion for customer relations, project and account management. This role requires a self-motivated professional with a strong technical background that consistently brings a high level of commitment to customers and Databricks teammates. The ideal candidate brings strong communication and project management skills as well as a strong technical background and the ability to strategically and tactically navigate the challenges with large, strategic customers.
The Designated Support Engineer will develop and maintain close relationships with a strategic group of customers. The ideal candidate will coordinate and prioritize business critical cases / events and will be responsible for ensuring a high touch support experience.
The impact you will have :
- Work with Databricks' largest strategic accounts to provide a high touch support experience.
- Manage one or multiple accounts simultaneously.
- Project manage all open support cases on a daily basis, sometimes multiple times a day to ensure forward progress.
- Facilitate correspondence with Engineering, Product Team, SMEs, Accounts Teams and inspire active engagement to ensure forward progress on support cases.
- Directly engage on business impacting situations and ensure recovery of functionality for the customer.
- Review upcoming customer events and planned production activities to identify potential problems, then plan and implement solutions.
- Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues.
- Own and drive escalated issues blocking production success.
- Effectively use sound business judgment, risk avoidance and subject matter expert resources to coordinate team efforts to solve problems.
- Carry out regular review of customer cases to identify trends.
- Handle challenging situations in a fast paced environment.
- Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders.
- Serve on and actively participate in customer steering committee meetings.
- Drive customer self-sufficiency by ensuring customers understand how to engage with the Databricks Support organization and tools.
- Pilot new programs and drive continuous improvement initiatives for production customers.
- Participate in our 24x7 program.
What we look for :
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