Senior Manager, Global Premier Support
About this role
Enterprise customers relying on complex data platforms often face technical blockers that require swift mitigation to maintain operational momentum. Databricks needs a seasoned leader to manage a team of Designated Support Engineers delivering white-glove support and resolving critical incidents for major clients.
Management of the Premier Support team involves hiring, onboarding, and mentoring technical advocates while operationalizing process improvements to meet performance metrics. Success in the role requires close cross-functional collaboration with field, engineering, and sales groups to align support offerings with evolving customer needs.
Candidates who excel here typically bring extensive industry experience in technical support leadership and a proven track record of scaling high-performing global teams. A structured approach to conducting quarterly business reviews and the ability to influence senior customer stakeholders are key attributes for this position.
What you will do
- Hire, onboard, and develop a top-tier team of Designated Support Engineers.
- Identify and operationalize process improvements to meet or exceed team performance KPIs.
- Partner closely with field, engineering, support, and other cross-functional stakeholders to ensure a seamless post-sales experience.
- Contribute to program enhancements and offerings tailored to evolving customer needs.
- Coordinate execution and collaborate across customers, accounts teams, and regional GTM leadership teams to resolve technical blockers.
- Conduct internal and external Support Experience QBRs.
What you need
- Bring at least 15 years of industry experience, including a minimum of 7 years in a management capacity.
- Demonstrate a proven ability to hire, scale, and mentor high-performing support or field teams.
- Possess experience working with strategic customers driving multiple competing priorities.
- Show background in technical support or field leadership managing global technical teams.
- Demonstrate experience working cross-functionally with sales, field engineering, product management, and engineering.
- Possess experience influencing senior executives and senior customer leaders.
- Hold a Bachelor of Science degree in Computer Science or a related field.
Nice to have
- 5+ years of technical experience in Python, Java, or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms such as AWS, Azure, or GCP
- Master of Science degree in Computer Science or a related field
Skills and tech stack
Questions candidates ask
What is the salary range for this position?
The Zone 1 pay range for this role is $170,400 to $234,300 USD, while the Zone 3 pay range is $144,900 to $199,200 USD. Actual compensation packages are based on factors such as job-related skills, depth of experience, relevant certifications, and specific work location.
What are the travel expectations for this role?
The position is open to occasional travel to team locations.