Director - Support Engineering (Data & AI)

1 dia atrás

São Paulo, Brasil Databricks Tempo inteiro

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

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    Há 5 dias

    São Paulo, São Paulo, Brasil Databricks Tempo inteiro R$120.000 - R$180.000 por ano

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