Director, Global Premier Support (AI)

TL;DR

Director, Global Premier Support (AI): Leading and managing a team of Designated Support Engineers to deliver white-glove support for enterprise customers with an accent on customer satisfaction and technical issue mitigation. Focus on scaling high-performing technical teams, collaborating with cross-functional stakeholders, and operationalizing process improvements to exceed performance KPIs.

Location: Sydney, Australia

Company

Databricks is a leading data and AI company that provides a Data Intelligence Platform to unify data, analytics, and AI for over 10,000 organizations worldwide.

What you will do

• Hire, onboard, and develop a top-tier team of designated support engineers (DSE).
• Identify and operationalize process improvements to meet or exceed team performance KPIs.
• Partner with field, engineering, and product teams to ensure a seamless post-sales experience and advocate for customer needs.
• Contribute to program enhancements and offerings tailored to evolving customer requirements.
• Collaborate with GTM leadership and accounts teams to resolve technical blockers and drive high customer satisfaction.
• Conduct internal and external Support Experience Quarterly Business Reviews (QBRs).

Requirements

• 18+ years of industry experience, with at least 8+ years in management.
• Proven ability to hire and scale high-performing support or field teams.
• 5+ years of technical experience in Python, Java, Scala, SQL databases, Linux/Unix systems, or cloud platforms (AWS, Azure, or GCP).
• 5+ years of technical support or field leadership experience managing global technical teams.
• Experience influencing senior executives and senior customer leaders.
• B.S. degree in Computer Science or a related field (M.S. preferred).

Culture & Benefits

• Comprehensive benefits and perks tailored to the employee's region.
• Inclusive culture committed to diversity and equal employment opportunity.
• Opportunity to work with a world-class team creating the Lakehouse architecture (Apache Spark, Delta Lake, MLflow).