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Technical Solutions Manager

Heredia, Costa Rica

P-923

Databricks is looking for a Technical Solutions Manager to grow, lead and manage the Technical solutions engineers and support teams in Costa Rica. 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 Costa Rica 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

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on TwitterLinkedIn and Facebook.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.

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