Spark
CSQ227R212
Databricks is seeking an experienced Premier Support Engineer with a strong technical foundation and a passion for customer engagement. This self-motivated professional will demonstrate high commitment to both customers and internal teams, with excellent communication, project management, and problem-solving skills. In this role, the Designated Support Engineer will build and maintain close relationships with strategic customers, manage and prioritize critical issues, and ensure a high-touch, proactive support experience.
The impact you will have
- Manage large strategic accounts to provide high-touch support experience
- Project manage all open support cases to expedite support ticket closure
- Facilitate customer correspondence with Engineering, Product Team, SMEs, and Accounts Teams to advance tickets toward resolution
- Directly engage on business-impacting situations and ensure recovery of functionality for the customer.
- Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
- Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
- Carry out regular reviews of customer cases to identify trends
- Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
- Drive customer self-sufficiency by ensuring customers understand how to engage with the Databricks Support organization and tools
What we look for
- 5+ years of customer-facing exper