Staff Technical Solutions Engineer, Platform

Note: this is a hybrid role and requires ~3 days in the office in São Paulo-SP.

We are seeking a highly skilled Frontline Senior Technical Solutions Engineer with over 10 years of experience to join our Platform Support team. This role is pivotal in delivering exceptional support for our Databricks Data Intelligence platform, addressing complex technical challenges, and ensuring the seamless operation of our data solutions. As a frontline engineer, you will be the primary point of contact for critical issues, working closely with both internal teams and customers to resolve high-impact problems and drive platform improvements.

• Frontline Support: Serve as the primary technical point of contact for escalated issues related to the Databricks Data Intelligence platform. Provide expert-level troubleshooting, diagnostics, and resolution for complex problems affecting system performance and reliability.
• Customer Interaction: Engage with customers directly to understand their technical issues and requirements. Provide timely, clear, and actionable solutions to ensure high levels of customer satisfaction.
• Incident Management: Lead the resolution of high-priority incidents, coordinating with various teams to address and mitigate issues swiftly. Conduct thorough root cause analyses and develop preventive measures to avoid recurrence.
• Collaboration: Work closely with engineering, product management, and DevOps teams to share insights, identify recurring issues, and drive improvements to the Databricks Data Intelligence platform.
• Documentation and Knowledge Sharing: Create and maintain detailed documentation on support procedures, known issues, and solutions. Contribute to internal knowledge bases and create training materials to assist other support engineers.
• Performance Monitoring: Monitor and analyze platform performance metrics to identify potential issues before they impact customers. Implement optimizations and enhancements to improve platform stability and efficiency.
• Platform Upgrades: Manage and oversee the deployment of Databricks Data Intelligence platform upgrades and patches, ensuring minimal disruption to services and maintaining system integrity.
• Innovation and Improvement: Stay abreast of industry trends and advancements in Databricks technology. Propose and drive initiatives to enhance platform capabilities and support processes.
• Customer Feedback: Collect and analyze customer feedback to drive continuous improvement in support processes and platform features.

• Experience: Minimum of 8 years of hands-on experience in a technical support or engineering role related to Databricks Data Intelligence platform, cloud data platforms, or big data technologies.
• Technical Skills:  A deep understanding of Databricks architecture and Apache Spark, along with experience in cloud platforms like AWS, Azure, or GCP, is essential. Strong capabilities in designing and managing data pipelines, distributed computing are required. Proficiency in Unix/Linux administration, familiarity with DevOps practices, and skills in log analysis and monitoring tools are also crucial for effective troubleshooting and system optimization.
• Problem-Solving: Demonstrated ability to diagnose and resolve complex technical issues with a strong analytical and methodical approach.
• Communication: Exceptional verbal and written communication skills, with the ability to effectively convey technical information to both technical and non-technical stakeholders.
• Customer Focus: Proven experience in managing high-impact customer interactions and ensuring a positive customer experience.
• Collaboration: Ability to work effectively in a team environment, collaborating with engineering, product, and customer-facing teams.
• Education: Bachelor's degree in Computer Science, Engineering, or a related field. Advanced degree or relevant certifications are highly desirable.

• Experience with additional big data tools and technologies such as Hadoop, Kafka, or NoSQL databases.
• Familiarity with automation tools and CI/CD pipelines.
• Understanding of data governance and compliance requirements.

• Innovative Environment: Work with cutting-edge technology in a fast-paced, innovative company.
• Career Growth: Opportunities for professional development and career advancement.
• Team Culture: Collaborate with a talented and motivated team dedicated to excellence and continuous improvement.