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Director of Data & AI Support Engineering
Director of Data & AI Support Engineering
The Director of Data & AI Support Engineering will lead and grow a team of Data & AI technical experts in Bangalore, India, focusing on ensuring the resiliency and smooth operation of customer production workloads. This role involves overseeing support operations during APJ and EMEA business hours, resolving complex data engineering use cases, and collaborating with product engineering teams to enhance the Databricks platform.
About the role
Mission
The Director of Data & AI Support Engineering - Bangalore will be responsible for leading and growing a regional team of Data & AI technical experts in India, focused on providing resiliency and smooth operation of customer production workloads. This leader will oversee support operations during APJ and EMEA business hours with close alignment with other global teams to ensure 24x7 support coverage through coordination with other regions. This team resolves complex and long-running data engineering use cases raised by Databricks customers to support the success of live use cases - which includes performance optimization, ensuring resiliency of production jobs, helping customers stabilize workloads on new products and features, and more. Reporting to the Global Lead of Frontline Support Engineering - Data & &AI - you are able to understand the real-world business problems our customers are solving with data and are committed to helping them achieve reliability and performance of their systems to meet their goals.
The impact you will have:
- Serve as the India site leader for an elite team of Data & AI specialists that can provide coverage of customers across EMEA & APJ business hours.
- Grow the technical expertise of the team to support successful adoption of new products and features of the Databricks platform for customer production workloads.
- Engage with top customers to understand how to support their business needs with their Data & AI strategy, in collaboration with field engineering and sales when required.
- Partner with internal product engineering teams to make Databricks products better and more supportable.
- Understand how to maintain high reliability of the Databricks platform to successfully achieve customer business goals.
Competencies & Requirements
- Proven people leadership experience: at least 6+ years as a manager of managers.
- 18+ years in the IT industry, with a strong background in Software Engineering with specialization in Data Engineering, ideally with Big Data & Cloud experience.
- Experience leading large teams (100+ employees) in engineering, technical support, or consulting. Support experience is not required - but customer facing experience is highly desirable.
- Hands-on experience in at least two of the following at production scale:
- Big Data (Spark, Hadoop, Kafka)
- Machine Learning / Artificial Intelligence projects
- Data Science / Streaming use cases
- Spark expertise is a big advantage.
- Strong background in customer-facing support leadership roles.
- Excellent troubleshooting skills across distributed systems.
- Strong ownership mindset with ability to thrive in a fast-paced, startup-like environment with evolving needs.
- Bachelor’s/Master’s in Computer Science or equivalent technical field.