Designated Support Engineer - Spark

About the role

Databricks is seeking an experienced Premier Support Engineer (Designated Support Engineer) in Singapore who will build and maintain close relationships with strategic customers, manage and prioritize critical issues and deliver a high-touch, proactive support experience. The role combines account management, case prioritization and direct engagement with engineering and product teams.

Key responsibilities

• Manage large strategic accounts to provide a high-touch support experience
• Project manage all open support cases to speed up ticket closure
• Coordinate correspondence with Engineering, Product, SME and Accounts teams to move tickets toward resolution
• Engage directly on business-impacting situations and recover functionality for the customer
• Work with senior leadership and technical and functional staff to remove roadblocks and mitigate issues
• Use business judgment and SME resources to coordinate team efforts in solving problems
• Review customer cases regularly to identify trends
• Advocate for customers, chair roundtables and build relationships with key stakeholders
• Drive customer self-sufficiency by helping customers understand how to engage with Databricks Support and its tools

Required profile

• 5+ years of customer-facing experience as a Support Engineer, Technical Account Manager, DSE or in related roles
• Minimum 3 years of experience designing, developing, testing and sustaining Python/Java/Scala-based applications
• Strong project management across multiple tasks and work streams
• Analytical and problem-solving skills suited to distributed big data computing environments
• Excellent executive presence and written and verbal communication, able to explain complex technical ideas to non-technical stakeholders
• Professional working proficiency in both Mandarin and English, written and spoken