Platform Engineer

Tier-1 technical support organization seeking a Databricks Platform Engineer to serve as the primary engineering support for enterprise customers utilizing the Databricks platform. This role is focusing on actively troubleshoot, isolate, and resolve technical issues whenever possible before escalating to Tier 2 engineering or Databricks Support. The ideal candidate possesses strong systems troubleshooting skills, excellent customer communication abilities, and a consultative mindset capable of understanding customer pain points, diagnosing complex technical issues, and driving cases toward resolution. This individual will work directly with customers while collaborating closely with internal engineering teams and Databricks when advanced support is required.

• Serve as the primary technical point of contact for customer-reported platform and application issues.
• Engage directly with customers to understand business impact and accurately identify technical problems.
• Troubleshoot infrastructure, application, and platform-related issues through systematic root cause analysis.
• Investigate system logs, error messages, monitoring tools, and platform behavior to identify potential causes.
• Resolve Tier 1 support incidents independently whenever possible.
• Escalate complex technical issues to Tier 2 engineering or Databricks Support with detailed troubleshooting documentation.
• Document findings, root cause analysis, and resolution steps within the incident management system.
• Track support cases through resolution while maintaining regular customer communication.
• Collaborate with engineering, operations, and product teams to resolve recurring issues.
• Identify trends in customer issues and recommend process or documentation improvements.
• Maintain a high level of customer satisfaction through timely and professional communication.
• Participate in knowledge base creation and continuous improvement initiatives.

• 5-8 years of experience in technical support, systems engineering, production support, site reliability, or application support.
• Experience troubleshooting enterprise software or cloud-based platforms.
• Strong analytical and problem-solving skills with the ability to independently investigate technical issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Experience gathering technical information and accurately documenting support cases.
• Ability to distinguish between application, infrastructure, networking, and platform-related issues.
• Experience working within ticketing systems such as ServiceNow, Jira Service Management, or similar platforms.
• Ability to prioritize multiple incidents in a fast-paced support environment.
• Strong understanding of system logs, monitoring tools, and troubleshooting methodologies.
• Comfortable working directly with customers in a technical consulting capacity.

• Experience supporting or administering the Databricks platform.
• Familiarity with Databricks notebooks, clusters, jobs, SQL Warehouses, and workspace administration.
• Experience troubleshooting Spark job failures or distributed computing environments.
• Working knowledge of SQL for investigating customer issues.
• Exposure to cloud platforms such as Azure, AWS, or Google Cloud Platform.
• Experience with monitoring and observability tools such as Splunk, Grafana, Datadog, or Azure Monitor.
• Basic understanding of networking fundamentals, authentication, and identity management.
• Familiarity with Linux environments and command-line troubleshooting.
• Experience supporting SaaS or cloud-native applications.
• ITIL Foundation certification or familiarity with IT Service Management (ITSM) processes is a plus.

• Customer Consultation
• Technical Troubleshooting
• Systems Engineering
• Incident Management
• Root Cause Analysis
• Customer Communication
• Problem Solving
• Databricks Platform Support
• SQL (preferred)
• Cloud Technologies
• Documentation
• Technical Escalation
• Cross-functional Collaboration

The ideal candidate is a technically curious problem solver who enjoys working directly with customers to diagnose and resolve technical issues. Rather than simply routing tickets, this engineer takes ownership of incidents, thoroughly investigates problems, and exhausts reasonable troubleshooting steps before escalating. They communicate effectively with both technical and non-technical stakeholders, document their work clearly, and contribute to improving the overall customer support experience.

For applications and inquiries, contact:View email address on click.appcast.io