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Candidates must possess 5 8+ years of experience in technical support, systems engineering, production support, site reliability, or application support.
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Hands-on experience supporting or administering the Databricks platform is required.
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Experience troubleshooting enterprise software or cloud-based platforms is required.
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Strong experience troubleshooting infrastructure, application, and platform-related issues using systematic root cause analysis.
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Experience working with Databricks notebooks, clusters, jobs, SQL Warehouses, and workspace administration.
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Experience troubleshooting Spark job failures and distributed computing environments.
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Working knowledge of SQL for investigating and resolving technical issues.
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Experience with cloud platforms such as Azure, AWS, or Google Cloud Platform.
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Experience with monitoring and observability tools such as Splunk, Grafana, Datadog, or Azure Monitor.
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Strong understanding of system logs, monitoring tools, and technical troubleshooting methodologies.
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Basic understanding of networking fundamentals, authentication, and identity management.
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Familiarity with Linux environments and command-line troubleshooting.
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Experience working with ticketing and incident management systems such as ServiceNow or Jira Service Management.
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Strong analytical and problem-solving skills with the ability to independently investigate and resolve technical issues.
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Excellent verbal and written communication skills with a customer-first mindset.
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A Bachelor's degree in Systems Engineering, Computer Science, Information Technology, or a related technical field is required.
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Serve as the primary technical point of contact for customer-reported Databricks platform and application issues.
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Engage directly with customers to understand business impact, gather technical information, and accurately identify issues.
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Troubleshoot infrastructure, application, and platform-related problems through systematic investigation and root cause analysis.
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Investigate system logs, error messages, monitoring data, and platform behavior to identify and resolve technical issues.
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Resolve Tier 1 support incidents independently whenever possible.
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Troubleshoot Databricks notebooks, clusters, jobs, SQL Warehouses, and other platform components.
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Investigate and resolve Spark job failures and distributed computing issues.
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Use SQL and available monitoring tools to diagnose customer-reported issues and identify potential causes.
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Monitor platform health and application behavior using observability tools such as Splunk, Grafana, Datadog, or Azure Monitor.
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Identify whether issues are related to applications, infrastructure, networking, authentication, identity, or the Databricks platform.
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Escalate complex technical issues to Tier 2 engineering with detailed troubleshooting notes, findings, and supporting documentation.
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Document troubleshooting activities, root cause analysis, findings, and resolution steps within the incident management system.
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Track support cases through resolution while maintaining consistent and professional communication with customers.
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Work with cross-functional technical teams to drive complex incidents toward resolution.
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Provide a consultative and customer-focused approach when diagnosing technical issues and recommending solutions.
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