Technical Escalation Manager

<p>CSQ227R164</p> <p>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.</p> <p>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.</p> <p data-pm-slice="1 1 []">&nbsp;</p> <h3><strong>The impact you will have here:</strong></h3> <ul> <li>Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution.</li> <li>Achieve customer satisfaction by ensuring incidents or escalations (and related cases)&nbsp; are well and fully documented with the timely execution of action items.</li> <li>Create and execute a data-driven customer recovery plan for every escalation and incident that is addressed.</li> <li>Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.</li> <li>Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.</li> <li>Coordinate all necessary resources to