Senior Manager, Global Premier Support (Data & AI)

Location: Sydney, Australia; occasional travel to team locations may be required.

Company

Databricks is a data and AI company providing a unified platform for building and scaling data, AI, analytics, and agent applications.

What you will do

• Lead, hire, onboard, mentor, and develop a team of Designated Support Engineers.
• Deliver white-glove support experiences for enterprise customers and maximize customer satisfaction.
• Identify and operationalize process improvements to meet or exceed team performance KPIs.
• Partner with field, engineering, support, product, sales, and go-to-market stakeholders to advocate for customer needs.
• Coordinate resolution of technical blockers across customers, account teams, and regional leadership.
• Conduct internal and external Support Experience Quarterly Business Reviews.

Requirements

• 15+ years of industry experience, including at least 6+ years of management experience.
• Experience hiring and scaling high-performing support or field teams.
• Experience managing global technical teams and working with strategic customers across competing priorities.
• Experience with technical support or field leadership and cross-functional collaboration.
• Experience influencing senior executives and senior customer leaders.
• Bachelor's degree in Computer Science or a related field required; a master's degree is preferred.

Nice to have

• 5+ years of technical experience with Python, Java, or Scala-based application development.
• Experience with SQL databases, Linux/Unix systems, or AWS, Azure, or GCP cloud platforms.
• Master's degree in Computer Science or a related field.

Culture & Benefits

• Comprehensive benefits and perks tailored to employees' regional needs.
• Inclusive workplace committed to equal employment opportunity and diversity.
• Collaboration with teams and customers across global offices.