Technical Escalation Manager

CSQ227R164

At Databricks, we are passionate about empowering data teams to tackle the world’s most challenging problems — from bringing the next mode of transportation to reality to accelerating the development of medical breakthroughs. We achieve this by building and operating the world’s leading data and AI infrastructure platform, enabling our customers to leverage deep data insights and enhance their business. Founded by engineers — and customer-obsessed — we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.

As a Technical Escalation Manager, you will be responsible for coordinating efforts to resolve critical customer issues, customer-impacting situations, and major incidents. You will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations.

The impact you will have here:

• Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution.


• Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with the timely execution of action items.


• Create and execute a data-driven customer recovery plan for every escalation and incident that is addressed.


• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.


• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.


• Coordinate all necessary resources to fast-track and resolve new incidents and escalations from customers with a clear and detailed plan.

What are we looking for?

• A minimum of 8+ years of experience in customer support, escalation, SRE, or incident management is required.


• Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.


• Experience with a "Distributed big data Computing" environment, SQL-based databases, as well as data warehousing and ETL technologies such as Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL.


• Linux/Unix administration skills, networking, and Hands-on Cloud experience with AWS, Azure, or GCP are required.


• Experience working cross-functionally with support, engineering, product management, and directly with customers; ability to deeply understand product and customer personas.


• BS or Master's, or PhD in Computer Science or Computer Engineering, or related Engineering field.