Technical Support Specialist

3 weeks ago

Bengaluru, Karnataka, India Databricks Full time

Job Overview:

We are seeking a highly skilled Frontline Senior Technical Solutions Engineer with over 5 years of experience to join our Platform Support team at Databricks. This role is pivotal in delivering exceptional support for our Databricks Data Intelligence platform, addressing complex technical challenges, and ensuring the seamless operation of our data solutions. As a frontline engineer, you will be the primary point of contact for critical issues, working closely with both internal teams and customers to resolve high-impact problems and drive platform improvements.

Key Responsibilities:



  • Frontline Support: Serve as the primary technical point of contact for escalated issues related to the Databricks Data Intelligence platform.
  • Customer Interaction: Engage with customers directly to understand their technical issues and requirements.
  • Incident Management: Lead the resolution of high-priority incidents, coordinating with various teams to address and mitigate issues swiftly.
  • Collaboration: Work closely with engineering, product management, and DevOps teams to share insights, identify recurring issues, and drive improvements to the Databricks Data Intelligence platform.
  • Documentation and Knowledge Sharing: Create and maintain detailed documentation on support procedures, known issues, and solutions.
  • Performance Monitoring: Monitor and analyze platform performance metrics to identify potential issues before they impact customers.
  • Platform Upgrades: Manage and oversee the deployment of Databricks Data Intelligence platform upgrades and patches.
  • Innovation and Improvement: Stay abreast of industry trends and advancements in Databricks technology.
  • Customer Feedback: Collect and analyze customer feedback to drive continuous improvement in support processes and platform features.

Qualifications:



  • Experience: Minimum of 5 years of hands-on experience in a technical support or engineering role related to Databricks Data Intelligence platform, cloud data platforms, or big data technologies.
  • Technical Skills: A deep understanding of Databricks architecture and Apache Spark, along with experience in cloud platforms like AWS, Azure, or GCP, is essential.
  • Problem-Solving: Demonstrated ability to diagnose and resolve complex technical issues with a strong analytical and methodical approach.
  • Communication: Exceptional verbal and written communication skills, with the ability to effectively convey technical information to both technical and non-technical stakeholders.
  • Customer Focus: Proven experience in managing high-impact customer interactions and ensuring a positive customer experience.
  • Collaboration: Ability to work effectively in a team environment, collaborating with engineering, product, and customer-facing teams.
  • Education: Bachelor's degree in Computer Science, Engineering, or a related field.

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