Databricks · 9 hours ago
Senior Supportability Product Specialist, Supportability and Support Platforms
Mountain View, CA
Full-time
Onsite
Senior Level
$145K/yr - $199K/yr
5+ years expDatabricks is a data and AI company that empowers data teams to solve complex problems. The Senior Supportability Product Specialist will drive the product vision and roadmap for improving supportability and support platforms, focusing on enhancing product serviceability and support efficiency.
Artificial Intelligence (AI)Big DataInformation TechnologyAnalyticsData IntegrationData ManagementData StorageMachine Learning
Responsibilities
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
Develop and prioritize feature requests for product telemetry, observability, debuggability, and automation, collaborating with product engineering teams
Design and build tools and automation to optimize support processes and boost support engineer productivity
Create and implement knowledge management, training plans and best practices to enhance support team expertise and proficiency
Drive the offloading of appropriate service tasks from engineering to support teams, ensuring proper training and risk mitigation
Work with Data Science to analyze case data and identify patterns, driving improvements in product and support processes
Improve the containment rates of Databricks Assistant (GenAI Agentic Support Experience) by improving issue understanding and response generation and also improve Assistant to human agent handoff
Collaborate with cross-functional teams, including engineering, support, and data science, to deliver impactful solutions
Act as the voice of the customer, integrating user feedback and support team insights to drive product improvements
Qualification
Required
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
Familiarity with tools like Salesforce and Jira
Ability to develop and drive product roadmaps based on customer and support team needs
Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
Passion for improving customer experience and empowering support teams
Preferred
Experience programming in Python and Notebooks is a plus
Benefits
Eligibility for annual performance bonus
Equity
Comprehensive benefits and perks
Company
Databricks
Databricks is a data and AI platform that unifies data engineering, analytics, and machine learning on a lakehouse architecture.
5001-10000 employees
H1B Sponsorship
Databricks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (385)
2024 (319)
2023 (227)
2022 (222)
2021 (166)
2020 (64)
Funding
Current Stage
Late StageTotal Funding
$27.25BKey Investors
JP Morgan ChaseFidelity,Insight Partners,J.P. Morgan Asset ManagementAndreessen Horowitz,Insight Partners,MGX,Thrive Capital,WCM Investment Management
2026-02-09Debt Financing· $2B
2025-12-16Series Unknown· $5B
2025-09-08Series Unknown· $1B
Leadership Team
Ali Ghodsi
CEO and Co-founder
Ion Stoica
Co-Founder & Executive Chairman
Recent News
2026-02-13
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-02-11
Company data provided by crunchbase