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Designated Support Engineer

2 meses atrás

São Paulo, São Paulo, Brasil Databricks Tempo inteiro
About the Role

We are seeking an experienced Designated Support Engineer to join our team at Databricks. As a key member of our support organization, you will be responsible for providing high-touch support to our largest strategic accounts.

Key Responsibilities
  • Develop and maintain close relationships with strategic customers
  • Coordinate and prioritize business-critical cases and events
  • Project manage all open support cases to ensure forward progress
  • Facilitate correspondence with Engineering, Product Team, SMEs, and Accounts Teams to ensure resolution of support cases
  • Directly engage on business-impacting situations and ensure recovery of functionality for customers
  • Review upcoming customer events and planned production activities to identify potential problems and plan 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
Requirements
  • 3 to 5 years of customer-facing experience as Technical Account Manager, Designated Support Engineer, or in related areas like implementation, Technical Support, or Solutions Architect
  • Minimum 3 years' experience designing and developing, testing, and sustaining Python/Java/Scala-based applications required
  • Demonstrated analytical and problem-solving skills, particularly those that apply to a "Distributed Big Data Computing" environment
  • Excellent communication skills, with the ability to take complex technical ideas and translate them to non-technical stakeholders

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