About the job
P-1520
Senior Technical Escalation Manager
Note: This is a hybrid position requiring approximately 3 days in the office in São Paulo-SP.
At Databricks, our mission is to empower data teams to solve some of the most pressing challenges of our time, from transforming transportation to advancing medical innovations. We are at the forefront of building and maintaining the world’s leading data and AI infrastructure platform, enabling our customers to harness profound data insights to elevate their businesses. Founded by engineers with a relentless focus on customer satisfaction, we eagerly embrace technical challenges, whether designing cutting-edge UI/UX for data interaction or scaling our services across millions of virtual machines. Our journey has just begun.
As a Senior Technical Escalation Manager, you will play a crucial role in orchestrating the resolution of critical customer issues, managing high-impact situations, and addressing major incidents. This role requires collaboration with various internal teams, including engineering, product management, Customer Success Engineering, and Support, as well as external partners, to effectively resolve customer-impacting situations.
Your Impact:
- Lead support escalations alongside engineering, product management, Customer Success Engineering, Support, customers, and partners until resolution.
- Ensure customer satisfaction by thoroughly documenting incidents or escalations and executing action items promptly.
- Develop and implement data-driven recovery plans for every escalation and incident addressed.
- Leverage both business and technical expertise to manage customer escalations, coordinate meetings and deliverables, and analyze trends for reporting.
- Utilize data, metrics, and feedback to guide operational and tactical decisions that enhance incident and escalation management.
- Coordinate essential resources to expedite the resolution of new incidents and escalations from customers with detailed action plans.
What We're Seeking:
- A minimum of 5 years of experience in customer support, escalation management, Site Reliability Engineering (SRE), or incident management.
- Exceptional contextual interpretation and writing skills, with the ability to effectively communicate complex information to both technical and business audiences.
- Experience in a distributed big data computing environment, SQL-based databases, and data warehousing.

