Leader, Platform / Spark - Support

Location

Bangalore | India

Job description

This Leader (Technical Support) will be responsible for building and managing a regional team of technical solution / support experts focused on resolving highly complex and long-running support tickets raised by Databricks customers. This leader will oversee all Support operations during Asia Pacific business hours and will be responsible for running a 24x7 team out of our Bangalore, India office.

Impact you will have :

• Build and manage a 24x7 regional team of Technical Solution/Support Engineers based out of Bangalore.
• Provide coaching and mentorship to regional support managers.
• Identify and implement process improvements to meet or exceed regional performance KPIs.
• Drive support escalations during Asia Pacific 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.
• 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

Competencies :

• Minimum 12 year of experience in IT Industry - SaaS Support, building, testing, and maintaining
• Minimum 3+ years of managerial experience, leading a team of at least 8+ technical support engineers
• Proven experience working with Cloud native applications / SaaS (AWS, Azure, GCP), or Big Data platforms in a technical capacity.
• 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.
• A team-oriented attitude and a high degree of comfort working in a startup environment.
• BE/B.Tech/MS in Computer Science or other equivalent technology required

Benefits

• Benefits allowance
• Employees Provident Fund
• Equity awards
• Gym reimbursement
• Annual personal development fund
• Work headphones reimbursement
• Business travel insurance
• Paid Parental Leave

Job tags

Salary