Senior Manager, Global Premier Support

About the role

Lead the Premier Support team at Databricks, overseeing Designated Support Engineers who deliver white‑glove support to enterprise customers. You will build and develop a high‑performing team while partnering with go‑to‑market, field and product groups to ensure exceptional post‑sales experiences.

Key responsibilities

• Hire, onboard and develop a top‑tier team of Designated Support Engineers.
• Identify and implement process improvements to exceed performance KPIs and create consistent, exceptional support experiences.
• Partner with field, engineering, support and other cross‑functional stakeholders to ensure seamless post‑sales experiences and advocate for customer needs.
• Coordinate execution across customers, account teams and regional GTM leadership to resolve technical blockers and drive high customer satisfaction.
• Conduct internal and external Support Experience QBRs and contribute to program enhancements.

Required profile

• 15+ years of industry experience with at least 6 years in management, including hiring and scaling high‑performing support or field teams.
• Proven ability to work with strategic customers, manage competing priorities and influence senior executives.
• 5+ years of technical support or field leadership managing global technical teams; willingness to travel occasionally.
• B.S. in Computer Science or related field (M.S. preferred).

Required skills

• Technical experience with Python, Java or Scala application development.
• SQL databases, Linux/Unix systems.
• Cloud platforms: AWS, Azure or GCP.