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Senior Supportability Product Specialist, Supportability and Support Platforms
Full-time
About Databricks
Databricks is the data and AI company. More than 10,000 organizations worldwide rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI.
About the Team
The Supportability and Support Platforms (SSP) team focuses on improving the overall support experience for Databricks customers. We act as Customer Zero for Databricks, using our Data and AI platforms to define how Support should be done in the era of Big Data and Gen AI.
The Role
As a Supportability Specialist, you will drive the product vision and roadmap for improving supportability and support platforms. You will analyze customer support cases, identify key friction points, and develop strategies to enhance product serviceability.
What You'll Do
Drive the product vision and roadmap for Supportability and Support Platforms, focusing on improving product serviceability and support efficiency
Analyze customer support cases to identify key friction points and drive product improvements that reduce case volume and time to resolution
Design and build tools and automation to optimize support processes and boost support engineer productivity
Improve the containment rates of Databricks Assistant (GenAI Agentic Support Experience) by improving issue understanding and response generation
Work with Data Science to analyze case data and identify patterns, driving improvements in product and support processes
Act as the voice of the customer, integrating user feedback and support team insights to drive product improvements
What We Look For
5+ years of experience as a Product Manager working on platform products, ideally within support or serviceability domains
Experience working with support operations and understanding the challenges faced by support teams
Strong analytical skills, with the ability to analyze case data and identify trends and patterns
Experience with data, AI, and cloud systems
Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
Experience programming in Python and Notebooks is a plus
