About the job
P-1386
At Databricks, we are dedicated to empowering data teams to address the most challenging problems globally — whether it's realizing the next mode of transportation or fast-tracking medical advancements. Our mission is fulfilled by constructing and managing the world's premier data and AI infrastructure platform, enabling our clients to leverage deep data insights for business enhancement. Established by engineers with a customer-centric philosophy, we eagerly embrace every opportunity to confront technical obstacles, from designing next-gen UI/UX for data interaction to scaling our services and infrastructure across millions of virtual machines. And this is just the beginning.
As a Senior Backline Technical Solutions Engineer, you will play a crucial role in ensuring customer success with the Databricks platform by addressing significant technical escalations and collaborating closely with the frontline support team. You will act as the technical liaison between support and engineering, serving as the first line of defense for engineering challenges. Your expertise will vet all issues before they escalate to the engineering team. You will report directly to the Manager of the Backline Engineering Team.
Your Impact:
- Troubleshoot and resolve complex customer issues related to the Databricks Platform by analyzing core component metrics and logs.
- Provide best practice recommendations for performance enhancements in customer-specific environments and offer feedback for product improvements.
- Assist the support team with detailed troubleshooting guides and operational runbooks.
- Contribute to automation and tooling initiatives to streamline daily troubleshooting processes.
- Collaborate with engineering teams to disseminate knowledge about upcoming features and releases.
- Identify and contribute to supportability features that can be integrated back into the product.
- Exhibit ownership and coordinate with engineering and escalation teams to ensure resolution of customer issues and requests.
- Engage in weekend and weekday on-call rotation.

