Databricks · 5 days ago
Senior Supportability Product Specialist, Supportability and Support Platforms
Mountain View, CA
Full-time
Onsite
Senior Level
$133K/yr - $186K/yr
5+ years expDatabricks is a leading data and AI company focused on enabling data teams to tackle complex problems. The Supportability Product Specialist will drive the product vision and roadmap for improving supportability and support platforms, analyze customer support cases, and develop strategies to enhance product serviceability.
AnalyticsArtificial Intelligence (AI)Data IntegrationData ManagementData StorageInformation TechnologyMachine 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
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
$25.81BKey Investors
Counterpoint GlobalFranklin TempletonAndreessen Horowitz
2025-12-16Series Unknown· $4B
2025-09-08Series Unknown· $1B
2025-01-13Debt Financing· $5.25B
Leadership Team
Ali Ghodsi
CEO and Co-founder
Ion Stoica
Co-Founder & Executive Chairman
Recent News
2026-01-24
2026-01-24
Company data provided by crunchbase