Sr. Manager – Data & AI Support EngineeringActive

Databricks
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The opportunity

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.

What you'll do

  • 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.

  • Drive AI-first support transformation initiatives that improve resolution: speed, case quality, operational efficiency and customer experience.

What they're looking for

  • 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.