Sr. Manager – Data & AI Support Engineering

Databricks; Plano (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

Databricks, located in Plano, Texas, is seeking a Sr. Manager for the Data & AI Support Engineering team. You will lead Technical Solutions Engineers to address complex customer challenges across Spark and AI/ML platforms.

Your role includes driving operational excellence, building AI-enabled workflows, and enhancing customer satisfaction through technical leadership and innovative solutions. If you have a passion for AI and data engineering, join us to make a significant impact!

Qualifications

• Experience leading technical teams in a customer-facing environment.
• Strong knowledge of AI/ML and data engineering practices.
• Proven track record in managing operational KPIs.

Responsibilities

• Lead a team of Technical Solutions Engineers to resolve complex technical issues.
• Drive initiatives for AI-first support transformation to enhance customer experience.
• Collaborate with Engineering and Product teams for operational excellence.

Skills

AI-first operational innovation

Technical leadership

Spark and AI/ML expertise

Customer-centric execution

Job description

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 scal