The Sr. Manager of the Data & AI Support Engineering team will lead a group of Technical Solutions Engineers focused on resolving complex customer issues across various platforms including Spark and AI/ML. This role emphasizes driving technical resolutions and enhancing customer experiences through AI-first operational innovations. The manager will also oversee the development of AI-enabled support workflows and ensure strong governance and data safety practices. Overall, the position aims to improve operational efficiency and customer satisfaction within the Databricks Ecosystem.

• 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, and operational automation frameworks.
• Proven development/delivery experience at a production scale in Databricks tech stacks like Model serving, Lakehouse, Delta, DLT, Lakeflow, and Lakebase platforms.
• Experience using AI tools for troubleshooting, root-cause analysis, and support workflow acceleration.
• Strong hands-on expertise in Apache Spark, Spark SQL, Structured Streaming, Delta Lake, and distributed data processing systems.
• Experience leading production-scale workloads across Big Data, Hadoop, AI/ML, Kafka, Streaming, Data Science, or Analytics platforms.
• Strong troubleshooting and performance tuning experience for Spark and JVM-based distributed systems.
• Hands-on experience with AWS, Azure, or GCP cloud platforms.
• Proven experience managing globally distributed technical teams and handling high-severity customer escalations.
• Strong analytical, debugging, problem-solving, and distributed systems troubleshooting skills.
• Excellent written and verbal communication skills with strong customer-facing leadership abilities.
• Strong organizational, multitasking, stakeholder management, and operational leadership capabilities.

• Lead and scale a world-class AI-first Data & AI Support Engineering organization.
• Build AI-enabled support workflows and reusable automations to improve resolution speed and support quality.
• 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.
• Drive AI-first support transformation initiatives that improve resolution speed, case quality, operational efficiency, and customer experience.
• 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, and Lakehouse architecture.
• 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 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.