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Apply with StandoutSr Technical Escalations Manager - Databricks Skip to main content Login Why Databricks Discover For Executives For Startups Lakehouse Architecture Databricks AI Research Customers Customer Stories Partners Partner Overview Explore the Databricks partner ecosystem Partner Spotlight Featured partner announcements Partner Program Explore benefits, tiers and how to become a partner Cloud Providers Databricks on AWS, Azure and GCP Find a Partner Discover Databricks partners for your needs Partner Solutions Find custom industry and migration solutions Product Databricks Platform Platform Overview A unified platform for data, analytics and AI Data Management Data reliability, security and performance Sharing An open, secure, zero-copy sharing for all data Data Warehousing Serverless data warehouse for SQL analytics Governance Unified governance for all data, analytics and AI assets Data Engineering ETL and orchestration for batch and streaming data Artificial Intelligence Build and deploy ML and GenAI applications Data Science Collaborative data science at scale Business Intelligence Intelligent analytics for real-world data Application Development Quickly build secure data and AI apps Database Postgres for data apps and AI agents Integrations and Data Marketplace Open marketplace for data, analytics and AI IDE Integrations Build on the Lakehouse in your favorite IDE Partner Connect Discover and integrate with the Databricks ecosystem Pricing Databricks Pricing Explore product pricing, DBUs and more Cost Calculator Estimate your compute costs on any cloud Open Source Open Source Technologies Learn more about the innovations behind the platform Solutions Databricks for Industries Communications Media and Entertainment Financial Services Public Sector Healthcare & Life Sciences Retail Manufacturing See All Industries Cross Industry Solutions AI Agents Cybersecurity Marketing Migration & Deployment Data Migration Professional Services Solution Accelerators Explore Accelerators Move faster toward outcomes that matter Resources Learning Training Discover curriculum tailored to your needs Databricks Academy Sign in to the Databricks learning platform Certification Gain recognition and differentiation Free Edition Learn professional Data and AI tools for free University Alliance Want to teach Databricks? 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Register Login Try Databricks Overview Culture Benefits Diversity Engineering Research Students & new grads Back to search results Sr Technical Escalations Manager Sao Paulo, Brazil Apply now P-1520 Sr. Technical Escalation Manager Note: this is a hybrid role and requires ~3 days in the office in São Paulo-SP. At Databricks, we are passionate about empowering data teams to tackle the world’s most challenging problems — from bringing the next mode of transportation to reality to accelerating the development of medical breakthroughs. We achieve this by building and operating the world’s leading data and AI infrastructure platform, enabling our customers to leverage deep data insights and enhance their business. Founded by engineers — and customer-obsessed — we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started. As a Technical Escalation Manager, you will be responsible for coordinating efforts to resolve critical customer issues, customer-impacting situations, and major incidents. You will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations. The impact you will have here: Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution. Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with the timely execution of action items. Create and execute a data-driven customer recovery plan for every escalation and incident that is addressed. Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes. Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management. Coordinate all necessary resources to fast-track and resolve new incidents and escalations from customers with a clear and detailed plan. What are we looking for? A minimum of 5 years of experience in customer support, escalation, SRE, or incident management is required. Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences. Experience with a "Distributed big data Computing" environment, SQL-based databases, as well as data warehousing and ETL technologies such as Informatica, DataStage, Oracle, Teradata, SQL Server, and MySQL. Linux/Unix administration skills, networking, and Hands-on Cloud experience with AWS, Azure, or GCP are required. Experience working cross-functionally with support, engineering, product management, and directly with customers; ability to deeply understand product and customer personas. BS or Master's, or PhD in Computer Science or Computer Engineering, or related Engineering field. About Databricks Databricks is the data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter , LinkedIn and Facebook . Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region, please visit https://www.mybenefitsnow.com/databricks . Our Commitment to Diversity and Inclusion At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics. Compliance If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone. 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Location
Sao Paulo, Brazil
Experience
5+ years
Ali Ghodsi
CEO