Director, Global Premier Support

CSQ426R142

While candidates in the listed location(s) are encouraged for this role, candidates in other locations will be considered.

As a Director of Premier Support, you'll be responsible for scaling, leading, and managing a global team of Designated Support Engineers which deliver white-glove support experiences for Databricks' enterprise customers. You will closely partner with go-to-market and product teams to iterate and evolve the program to maximize customer satisfaction and reduce time to mitigation for technical issues and incidents.

The Impact you will have:

• Grow and develop a team of global designated support engineers (DSE)
• Identify and institute process improvements to meet or exceed team performance KPIs and create consistently exceptional support experiences
• Develop 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 and drive high customer satisfaction
• Conduct internal and external Support Experience QBRs

What We Look For:

• Proven ability to hire and scale high-performing support or field teams, enabling them and helping them grow in larger roles
• Ability to work with strategic customers driving multiple completing priorities
• 5+ Technical experience in Python, Java or Scala-based application development, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP)
• 5+ years of technical support or field leadership experience managing global technical teams. Open to occasional travel to team locations
• Experience working cross-functionally with other teams such as Sales, Field Engineering, Product Management, and Engineering
• B.S degree in Computer Science or a related field is required (M.S. preferred).