Staff Software Engineer - Customer Experience Intelligence (CXI)

At Databricks, we're passionate about enabling data teams to solve the world's toughest problems - from advancing the future of transportation to accelerating medical breakthroughs. We do this by building and operating the world's best data and AI infrastructure platform so our customers can turn deep data insights into business impact.

Founded by engineers and driven by customer obsession, Databricks takes pride in tackling hard technical challenges - from designing next-generation UI/UX for working with data, to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.

As the Staff Technical Lead (TL) for Customer Experience Intelligence, you'll shape the future of how Databricks supports customers at scale. You'll design intelligent, AI-powered systems that make support faster, smarter, and more effortless - turning complexity into clarity for thousands of users.

In this role, you'll have end-to-end ownership of the architecture and technical strategy behind automation and agentic workflows that reduce mean time to mitigate (MTTM), boost quality, and enable our Support organization to scale impact without scaling headcount. You'll work hands-on with teams across Support, Product, and Platform Engineering to build seamless systems that anticipate customer needs before they arise. Leading the technical foundation that transforms how customers experience support - where issues are auto-diagnosed, solutions are delivered instantly, and engineers focus their time on the toughest challenges. Your success will mean customers moving faster, trusting Databricks deeper, and feeling the impact of your systems every day.
The Impact You Will Have:

• Own the technical vision and architecture for Databricks' Support Automation and Tooling ecosystem
• Lead hands-on development of automation to improve customer experience and Support scalability
• Drive rapid, iterative development while upholding quality, safety, and reliability standards
• Design agentic workflows that evolve from human-in-the-loop to fully automated systems
• Implement observability, transparency, and rollback mechanisms for AI-driven decisions
• Act as the primary technical interface between Support, Product, and Platform Engineering to align technical roadmaps and unblock dependencies
• Set a high engineering bar for quality, reliability, and maintainability in line with Databricks standards
• Mentor engineers and SMEs across Software and Support Engineering functions

What we look for:

• BS or higher degree in Computer Science or a related field.
• Technical leadership experience in large projects similar to those described, including automation tooling, distributed systems, and API's
• Extensive full stack development experience
• Proven success designing and deploying production-grade automation in complex technical environments
• Hands-on experience with ML-assisted systems, decision support, or agentic automation
• Deep familiarity with distributed data platforms, developer tooling, and large-scale infrastructure systems
• Understanding of multi-cloud environments (AWS, Azure, GCP), compliance, and security constraints

Pay Range Transparency

Databricks is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents the expected salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Databricks anticipates utilizing the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. For more information regarding which range your location is in visit our page here.

Local Pay Range

$190,000-$261,250 USD

About Databricks

Databricks is the data and AI company. More than 10,000 organizations worldwide - including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 - rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.

Benefits At Databricks, we strive to provide comprehensive benefits and perks that meet the needs of all of our employees. For specific details on the benefits offered in your region click here.

Our Commitment to Diversity and Inclusion

At Databricks, we are committed to fostering a diverse and inclusive culture where everyone can excel. We take great care to ensure that our hiring practices are inclusive and meet equal employment opportunity standards. Individuals looking for employment at Databricks are considered without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other protected characteristics.

Compliance

If access to export-controlled technology or source code is required for performance of job duties, it is within Employer's discretion whether to apply for a U.S. government license for such positions, and Employer may decline to proceed with an applicant on this basis alone.