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