Sr. Manager – Data & AI Support Engineering

Job description

P-1388 As a Sr. Manager of the Data & AI Support Engineering team, you will lead and manage a team of Technical Solutions Engineers responsible for driving deep technical resolutions for complex customer issues across Spark, AI/ML, Streaming, and Lakehouse platforms. You will help customers realize business value from Databricks Ecosystem products through strong technical leadership, AI-first operational innovation and customer-centric execution. Mission Lead and scale a world-class AI-first Data & AI Support Engineering organization that combines deep technical expertise, operational excellence, intelligent automation and customer-centric support to accelerate issue resolution, improve platform reliability and drive exceptional customer outcomes across enterprise-scale Data and AI workloads. • Build AI-enabled support workflows and reusable automations to improve resolution speed and support quality. • Use Agentic AI systems, logs, telemetry, observability platforms and internal systems to accelerate troubleshooting and root-cause analysis safely. • Create reusable runbooks, prompts, and agentic workflows that scale operational efficiency across teams. • Ensure strong AI governance, customer data safety, validation practices, auditability, and human-in-the-loop controls. • Partner with Engineering and Product teams to drive AI-first support innovation and operational excellence. Outcomes • Drive AI-first support transformation initiatives that improve resolution speed, case quality, operational efficiency and customer experience. • Partner with Engineering and Product teams to operationalize AI-assisted diagnostics, observability insights, and intelligent escalation management for enterprise customers. • Build and scale reusable AI-enabled workflows, automations, runbooks, and operational intelligence frameworks across the support organization. • Lead and manage Technical Solutions Engineers, Team Leads, and support operations personnel across AMER support functions based out of the Dallas location. • Own and improve operational KPIs including customer satisfaction, escalation management, backlog health, resolution efficiency, and support quality. • Act as a senior escalation point for customers and internal teams while driving operational excellence and process optimization. • Lead hiring, onboarding, mentoring, technical assessments, training, and career development for support engineers and technical leads. • Conduct regular one-on-ones, annual review, and career development discussions with direct reports. • Be a hands-on technical leader supporting complex issues related to Spark Core, Spark SQL, Structured Streaming, Delta Lake, Lakehouse architecture, and Databricks Runtime technologies. • Guide customers on Spark runtime optimization, distributed systems performance, and best practices for scalable Data & AI workloads. • Own Engineering JIRA escalations and proactively drive faster resolutions for customer-reported product issues. • Maintain internal operational documentation, runbooks, and customer-facing knowledge base assets. • Coordinate closely with Engineering and Backline Support engineering, customer experience intelligence teams to identify, reproduce, and report product defects effectively. • Act as a strong customer advocate and collaborate with cloud partners to support mutual customer success. • Participate in major incident management, escalation handling, on-call rotations, and critical production support activities. What we are looking for: • 10+ years of experience designing, building, troubleshooting, and supporting large-scale Data & AI applications using Python, Java, Scala, Spark, or related distributed technologies. • Strong work experience of AI-enabled support workflows, agentic AI systems, Claude Skills workflows, RAG architectures, vector databases and any other operational automation frameworks. • Proven development/delivery experience at a production scale in Databricks tech stacks like Model serving, Lakehouse, Delta, DLT, Lakeflow, Lakebase platforms is a strong plus. • Experience using AI tools for troubleshooting, root-cause analysis, observability analysis, and support workflow acceleration. • Strong hands-on expertise in Apache Spark, Spark SQL, Stru