Sr. Manager, Technical Solutions

Databricks is looking for a Technical Solutions Manager to grow, lead, and manage the Technical solutions engineers and support team in Japan, South Korea, China, and Singapore. The Technical Solutions Manager is responsible for building and managing a regional team of technical experts focused on resolving highly complex and long-running support tickets raised by Databricks customers. This manager will oversee Support operations during standard APAC hours and will be responsible for managing a team out of our Tokyo office.

Impact you will have:

• Build and manage a team of Technical Solution Engineers (Technical Support Engineer)
• Provide coaching and mentorship to the engineers
• Identify and implement process improvements to meet or exceed regional performance KPIs.
• Establish training plans and subject matter expertise within the team.
• Drive support escalations during APAC business hours and establish cross-functional collaboration to manage and resolve issues.
• Be a player-coach and provide technical leadership to the regional support team.
• Coordinate with Sales and field teams to address account-level concerns and drive adoption and usage of the Databricks platform.
• Define quarterly goals and track them to completion to drive team growth and personal development.
• Scale the organization by developing processes and guidelines that promote operational efficiency
• Demonstrate a true sense of ownership and coordinate action items with engineering and escalation teams to achieve timely resolution of customer issues.
• Participate in weekend on-call rotations for support escalations. 
• Perform risk assessments and be a hands-on leader

What we are looking for:

• Minimum 7 years of experience in the Tech Industry - SaaS Support, building, testing, and maintaining
• Minimum 1+ years of managerial experience, leading a team of at least 5+ technical support engineers 
• Proven experience working with Cloud native applications / SaaS (AWS, Azure, GCP), or big data platforms in a technical capacity.
• Hands-on experience in Systems troubleshooting, Networking, and Linux fundamentals, JVM troubleshooting, Debugging of Java applications is a great plus
• Proven experience working with Big Data (Platform, Kafka, Hadoop), Cloud (AWS, Azure, GCP), or Data Science platforms in a technical capacity.
• Demonstrated experience in a customer-facing role managing a large regional team of technical support engineers.
• Excellent analytical and troubleshooting skills.
• Excellent customer facing, verbal and written communication skills
• A team-oriented attitude and a high degree of comfort working in a startup environment
• Full professional proficiency in both Japanese and English