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Benefits Diversity Engineering Research Students & new grads Back to search results Technical Escalation Manager Japan Apply now CSQ227R164 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 8+ 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. Written and spoken proficiency in both Japanese and English 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 .
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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. Why Databricks Discover For Executives For Startups Lakehouse Architecture Databricks AI Research Customers Customer Stories Partners Partner Overview Partner Program Find a Partner Partner Spotlight Cloud Providers Partner Solutions Why Databricks Discover For Executives For Startups Lakehouse Architecture Databricks AI Research Customers Customer Stories Partners Partner Overview Partner Program Find a Partner Partner Spotlight Cloud Providers Partner Solutions Product Databricks Platform Platform Overview Sharing Governance Artificial Intelligence Business Intelligence Database Data Management Data Warehousing Data Engineering Data Science Application Development Pricing Pricing Overview Pricing Calculator Open Source Integrations and Data Marketplace IDE Integrations Partner Connect Product Databricks Platform Platform Overview Sharing Governance Artificial Intelligence Business Intelligence Database Data Management Data Warehousing Data Engineering Data Science Application Development Pricing Pricing Overview Pricing Calculator Open Source Integrations and Data Marketplace IDE Integrations Partner Connect Solutions Databricks For Industries Communications Financial Services Healthcare and Life Sciences Manufacturing Media and Entertainment Public Sector Retail View All Cross Industry Solutions Cybersecurity Marketing Data Migration Professional Services Solution Accelerators Solutions Databricks For Industries Communications Financial Services Healthcare and Life Sciences Manufacturing Media and Entertainment Public Sector Retail View All Cross Industry Solutions Cybersecurity Marketing Data Migration Professional Services Solution Accelerators Resources Documentation Customer Support Community Learning Training Certification Free Edition University Alliance Databricks Academy Login Events Data + AI Summit Data + AI World Tour AI Days Event Calendar Blog and Podcasts Databricks Blog Databricks AI Research Blog Data Brew Podcast Champions of Data & AI Podcast Resources Documentation Customer Support Community Learning Training Certification Free Edition University Alliance Databricks Academy Login Events Data + AI Summit Data + AI World Tour AI Days Event Calendar Blog and Podcasts Databricks Blog Databricks AI Research Blog Data Brew Podcast Champions of Data & AI Podcast About Company
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