Sr. Manager, Technical Solutions

P-1388 As a Sr. Manager of the Data & AI Support Engineering team, you will lead and manage a team of Technical Solutions Engineers responsible for driving deep technical resolutions for complex customer issues across Spark, AI/ML, Streaming, and Lakehouse platforms. You will help customers realize business value from Databricks Ecosystem products through strong technical leadership, AI-first operational innovation and customer-centric execution. Mission Lead and scale a world-class AI-first Data & AI Support Engineering organization that combines deep technical expertise, operational excellence, intelligent automation and customer-centric support to accelerate issue resolution, improve platform reliability and drive exceptional customer outcomes across enterprise-scale Data and AI workloads. * Build AI-enabled support workflows and reusable automations to improve resolution speed and support quality. * Use Agentic AI systems, logs, telemetry, observability platforms and internal systems to accelerate troubleshooting and root-cause analysis safely. * Create reusable runbooks, prompts, and agentic workflows that scale operational efficiency across teams. * Ensure strong AI governance, customer data safety, validation practices, auditability, and human-in-the-loop controls. * Partner with Engineering and Product teams to drive AI-first support innovation and operational excellence. OUTCOMES * Drive AI-first support transformation initiatives that improve resolution speed, case quality, operational efficiency and customer experience. * Partner with Engineering and Product teams to operationalize AI-assisted diagnostics, observability insights, and intelligent escalation management for enterprise customers. * Build and scale reusable AI-enabled workflows, automations, runbooks, and operational intelligence frameworks across the support organization. * Lead and manage Technical Solutions Engineers, Team Leads, and support operations personnel across AMER support functions based out of the Dallas location. * Own and improve operational KPIs including customer satisfaction, escalation management, backlog health, resolution efficiency, and support quality. * Act as a senior escalation point for customers and internal teams while driving operational excellence and process optimization. * Lead hiring, onboarding, mentoring, technical assessments, training, and career development for support engineers and technical leads. * Conduct regular one-on-ones, annual review, and career development discussions with direct reports. * Be a hands-on technical leader supporting complex issues related to Spark Core, Spark SQL, Structured Streaming, Delta Lake, Lakehouse architecture, and Databricks Runtime technologies. * Guide customers on Spark runtime optimization, distributed systems performance, and best practices for scalable Data & AI workloads. * Own Engineering JIRA escalations and proactively drive faster resolutions for customer-reported product issues. * Maintain internal operational documentation, runbooks, and customer-facing knowledge base assets. * Coordinate closely with Engineering and Backline Support engineering, customer experience intelligence teams to identify, reproduce, and report product defects effectively. * Act as a strong customer advocate and collaborate with cloud partners to support mutual customer success. * Participate in major incident management, escalation handling, on-call rotations, and critical production support activities. WHAT WE ARE LOOKING FOR: * 10+ years of experience designing, building, troubleshooting, and supporting large-scale Data & AI applications using Python, Java, Scala, Spark, or related distributed technologies. * Strong work experience of AI-enabled support workflows, agentic AI systems, Claude Skills workflows, RAG architectures, vector databases and any other operational automation frameworks. * Proven development/delivery experience at a production scale in Databricks tech stacks like Model serving, Lakehouse, Delta, DLT, Lakeflow, Lakebase platforms is a strong plus. * Experience using AI tools for troubleshooting, root-cause analysis, observability analysis, and support workflow acceleration. * Strong hands-on expertise in Apache Spark, Spark SQL, Structured Streaming, Delta Lake, and distributed data processing systems. * Experience leading production-scale workloads across Big Data, Hadoop, AI/ML, Kafka, Streaming, Data Science, or Analytics platforms. * Strong troubleshooting and performance tuning experience for Spark and JVM-based distributed systems, including memory management, garbage collection, heap analysis, and thread dump analysis. * Hands-on experience with AWS, Azure, or GCP cloud platforms. * Proven experience managing globally distributed technical teams and handling high-severity customer escalations. * Strong analytical, debugging, problem-solving, and distributed systems troubleshooting skills. * Excellent written and verbal communication skills with strong customer-facing leadership abilities. * Strong organizational, multitasking, stakeholder management, and operational leadership capabilities.   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.

THUMBTACK HELPS MILLIONS OF PEOPLE CONFIDENTLY CARE FOR THEIR HOMES. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together. ABOUT THE TECHNICAL PROGRAM MANAGEMENT TEAM Technical Program Management is a collaborative, engaging team with a high motor and strong domain and technical expertise. We partner with engineering and teams across the business to drive discovery, prioritization, implementation, improvement, and ongoing management of high-impact technical solutions and programs. It’s our mission to help all of Thumbtack scale and get more done through technology and cross-functional alignment. ABOUT THE ROLE How engineers write software is changing fast. AI-assisted and agentic development workflows are reshaping how code gets written, reviewed, tested, and deployed—and the platform infrastructure underneath all of it has to evolve just as quickly. CI/CD, build systems, code review, observability, developer tooling, cloud dev environments, and service reliability are the foundation that determines how fast and how well product engineering can ship. We’re looking for a Senior TPM who leads from the front—someone who can credibly see around corners, participate in architectural planning and design, and ensure platform investments actually land with the engineers who depend on them. You’ll own this program across Developer Experience, Client Infrastructure, Backend Infrastructure, and Site Reliability Engineering. In partnership with those teams, you’ll drive the strategy, coordination, and execution needed to turn ambitious infrastructure plans into high-impact, widely adopted outcomes. WHAT YOU'LL DO  * Own and define end-to-end program management for the 50+ members of the Productivity Engineering team. Your program extends across DevEx, Client Infrastructure, Backend Infrastructure, and Site Reliability Engineering - from roadmap planning through execution and adoption. * Drive complex cross-team programs such as large-scale platform migrations and tooling adoptions across multi-quarter timelines. * Define success through developer adoption and productivity impact — run feedback loops using frameworks like DORA, SPACE, and GetDX to keep the roadmap grounded in real needs. * Manage migrations as a program: develop playbooks, secure partner commitments, phase rollouts, and track progress across multi-quarter efforts. * Drive AI developer tooling strategy and adoption, including agentic workflow enablement, tool consolidation, and ROI measurement. * Own the Platform Engineering team's Roadmap and OKR planning cycles, and Business Rhythms to ensure successful execution and OKR attainment. * Manage stakeholder alignment across engineering leadership, ensuring program visibility, clear prioritization trade-offs, and sustained momentum on strategic bets. IN ORDER TO BE SUCCESSFUL, YOU MUST BRING * 5+ years in Technical Program Management within platform engineering, developer experience, or infrastructure, including leading multi-team migrations or platform rollouts that span multiple quarters and require broad organizational coordination. * Strong technical fluency across CI/CD, build systems, code review tooling, microservices, containerization, observability, and cloud-native platforms. * Fluency in the AI developer tooling landscape, including coding assistants, agentic workflows, cloud dev environments, and the infrastructure that supports them. * Track record of driving adoption of internal tools and platforms, with an instinct for measuring success through developer satisfaction and usage—not just delivery—and prioritizing accordingly. * Experience with agile program management, OKR/roadmap planning, and portfolio prioritization across multiple engineering teams. * Excellent communication skills with a track record of driving alignment in ambiguous, fast-moving environments. EXPECTED SALARY RANGES * For candidates living in Ontario and British Columbia, the expected salary range for the role is currently $145,400 - $188,100. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. Note: Thumbtack uses AI tools to support our resume screening process. However, our Recruiting team’s expertise and judgment guide hiring decisions. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role. Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com. For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy. We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.