Staff Supportability Product Specialist, Supportability and Support Platforms

At Databricks, we are passionate about enabling data teams to solve the world’s toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world’s best data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers and customer-obsessed, we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.

More about the team:

The Supportability and Support Platforms (SSP) team focuses on improving the overall support experience for Databricks customers. Our mission is to enhance product supportability and streamline support capabilities, ensuring efficient and high-quality issue resolution. We aim to minimize customer friction by proactively addressing common issues and empowering our support teams with the best tools and processes. We are also Customer Zero for Databricks and use our Data and AI platforms to define how Support should be done in the era of Big Data and Gen AI. You will play a crucial role in driving these initiatives, working closely with engineering, support, and data science teams to deliver impactful solutions.

As a Supportability Specialist, you will be responsible for driving 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. Your work will involve prioritizing feature requests, developing automation tools, and creating training materials to empower our support teams. You will also work on reducing customer pain points by improving product documentation, error messages, and self-service capabilities.

The impact you will have:

• 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.

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.
• 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.
• Experience programming in Python and Notebooks is a plus.