Senior Supportability Product Specialist, Supportability and Support Platforms

Senior Supportability Product Specialist, Supportability and Support Platforms

Location:

San Francisco or Mountain View

Databricks is dedicated to enabling data teams to solve the world’s toughest problems by building and running the world’s best data and AI infrastructure platform. We are engineers and customer-obsessed, tackling technical challenges from UI/UX for data interfacing to scaling services across millions of virtual machines.

The Supportability and Support Platforms (SSP) team focuses on improving the overall support experience for Databricks customers. Our mission is to enhance product supportability and streamline support capabilities, ensuring efficient and high-quality issue resolution. We are Customer Zero for Databricks and use our Data and AI platforms to define how Support should be done in the era of Big Data and Gen AI.

You will work closely with engineering, support, and data science teams to deliver impactful solutions and drive these initiatives.

• Drive the product vision and roadmap for Supportability and Support Platforms, focusing on improving product serviceability and support efficiency.
• Analyze customer support cases to identify friction points and drive product improvements that reduce case volume and time to resolution.
• Develop and prioritize feature requests for product telemetry, observability, debuggability, and automation, collaborating with product engineering teams.
• Design and build tools and automation to optimize support processes and boost support engineer productivity.
• Create and implement knowledge management and training plans to enhance support team expertise and proficiency.
• Offload appropriate service tasks from engineering to support teams with proper training and risk mitigation.
• Collaborate with Data Science to analyze case data, identify patterns, and drive improvements in product and support processes.
• Improve containment rates for the Databricks Assistant (GenAI Agentic Support Experience) and enhance handoff from Assistant to human agents.
• Act as the voice of the customer, integrating user feedback and support team insights to drive product improvements.

• 5+ years of experience as a Product Manager working on platform products, ideally within support or serviceability domains.
• Experience with support operations and understanding of the challenges faced by support teams.
• Strong analytical skills to analyze case data and identify trends.
• Experience with data, AI, and cloud systems.
• Familiarity with Salesforce and Jira.
• Ability to develop and drive product roadmaps based on customer and support team needs.
• Excellent communication and collaboration skills for working with cross-functional teams.
• Passion for improving customer experience and empowering support teams.
• Experience programming in Python and Notebooks is a plus.

Databricks is committed to fair and equitable compensation practices. The pay range for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on factors such as job-related skills, depth of experience, certifications, training, and work location. The total compensation may include annual performance bonus, equity, and listed benefits.

For more information regarding which range your location is in, visit our page.

Zone 1 Pay Range: $133,000 — $186,175 USD

Databricks is the data and AI company. More than 10,000 organizations worldwide rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics, and AI. Databricks is headquartered in San Francisco with offices globally and was founded by the creators of Lakehouse, Apache Spark, Delta Lake and MLflow.

Benefits and additional details vary by region. Visit the Databricks benefits page for specifics.

Databricks is committed to fostering a diverse and inclusive culture. We hire without regard to age, color, disability, ethnicity, gender identity or expression, language, national origin, physical or mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or other protected characteristics.

If access to export-controlled technology or source code is required for performance of job duties, it is within the Employer’s discretion whether to apply for a U.S. government license for such positions, and the Employer may decline to proceed with an applicant on this basis alone.