Sr. Manager – Data & AI Support Engineering

About the role

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.