Technical Solutions Manager, Platform

Há 12 horas

São Paulo, São Paulo, Brasil Databricks Tempo inteiro R$150.000 - R$170.000 por ano

P-1449

Databricks is looking for a Technical Solutions Manager to grow, lead and manage the Technical Solutions engineers and support teams in Brazil. The Technical Solutions Manager is responsible for building and managing a regional team of technical experts focused on resolving highly complex and long-running support tickets raised by Databricks customers. This manager will oversee Support operations during AMER hours and will be responsible for managing a team out of our São Paulo office.

Impact you will have:

  • Build and manage a team of Technical Solution Engineer
  • Provide coaching and mentorship to the engineers
  • Identify and implement process improvements to meet or exceed regional performance KPIs.
  • Establish training plans and subject matter expertise within the team.
  • Drive support escalations during AMER business hours and establish cross-functional collaboration to manage and resolve issues.
  • Be a player-coach and provide technical leadership to the regional support team.
  • Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform.
  • Define quarterly goals and track them to completion to drive team growth and personal development.
  • Scale the organization by developing processes and guidelines that promote operational efficiency
  • Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.
  • Participate in weekend on-call rotations for support escalations. 
  • Perform risk assessments and be a hands-on leader

What we are looking for:

  • Minimum 7 years of experience in the Tech Industry - SaaS Support, building, testing, and maintaining
  • Minimum 1+ years of managerial experience, leading a team of at least 6+ technical support engineers 
  • Proven experience working with Cloud native applications / SaaS (AWS, Azure, GCP), or big data platforms in a technical capacity.
  • Hands-on experience in Systems troubleshooting, Networking, and Linux fundamentals, JVM troubleshooting, Debugging of Java applications is a great plus
  • Proven experience working with Big Data (Platform, Kafka, Hadoop), Cloud (AWS, Azure, GCP), or Data Science platforms in a technical capacity.
  • Demonstrated experience in a customer-facing role managing a large regional team of technical support engineers.
  • Excellent analytical and troubleshooting skills.
  • Excellent customer facing, verbal and written communication skills
  • A team-oriented attitude and a high degree of comfort working in a startup environment

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