Product Support Operations, Team Lead

CSQ227R231 MISSION The Director of Data & AI Support Engineering - Bangalore will be responsible for leading and growing a regional team of Data & AI technical experts in India, focused on providing resiliency and smooth operation of customer production workloads.  This leader will oversee support operations during APJ and EMEA business hours with close alignment with other global teams to ensure 24x7 support coverage through coordination with other regions.  This team resolves complex and long-running data engineering use cases raised by Databricks customers to support the success of live use cases - which includes performance optimization, ensuring resiliency of production jobs, helping customers stabilize workloads on new products and features, and more.  Reporting to the Global Lead of Frontline Support Engineering - Data & AI - you are able to understand the real-world business problems our customers are solving with data and are committed to helping them achieve reliability and performance of their systems to meet their goals. THE IMPACT YOU WILL HAVE: * Serve as the India site leader for an elite team of Data & AI specialists that can provide coverage of customers across EMEA & APJ business hours. * Grow the technical expertise of the team to support successful adoption of new products and features of the Databricks platform for customer production workloads. * Engage with top customers to understand how to support their business needs with their Data & AI strategy, in collaboration with field engineering and sales when required. * Partner with internal product engineering teams to make Databricks products better and more supportable. * Understand how to maintain high reliability of the Databricks platform to successfully achieve customer business goals. COMPETENCIES & REQUIREMENTS * Proven people leadership experience: at least 6+ years as a manager of managers. * 18+ years in the IT industry, with a strong background in Software Engineering with specialization in Data Engineering, ideally with Big Data & Cloud experience. * Experience leading large teams (100+ employees) in engineering, technical support, or consulting.  Support experience is not required - but customer facing experience is highly desirable. * Hands-on experience in at least two of the following at production scale: * Big Data (Spark, Hadoop, Kafka) * Machine Learning / Artificial Intelligence projects * Data Science / Streaming use cases * Spark expertise is a big advantage. * Strong background in customer-facing support leadership roles. * Excellent troubleshooting skills across distributed systems. * Strong ownership mindset with ability to thrive in a fast-paced, startup-like environment with evolving needs. * Bachelor’s/Master’s in Computer Science or equivalent technical field. 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.

Toast is dedicated to building the platform that helps restaurants and local businesses thrive - empowering them to adapt, take control, and focus on what they do best: growing the businesses they love. Because our technology is purpose-built for their needs, customers trust us to deliver today while investing in the innovations that will power their future. Toast is building out a New Ventures team with the goal of researching, developing, and eventually scaling a new generation of products and business lines that can have a substantial impact on Toast’s long-term growth. In this unique role, the New Ventures Lead will own a key initiative and be a key driver of long-term strategic decision making and innovation at the highest levels of the company. The ideal candidate knows both how to lead teams to build new technology businesses from scratch, and how to drive cross-functional alignment on innovation across large organizations. ABOUT THE ROLE * Responsible for sourcing, developing, and scaling a new business line that can have a substantial impact on Toast’s long-term growth * Perform market research and competitive analysis. * Become the owner of your product, taking responsibility for the creation of product specs, business analysis for prioritization, product performance metrics and product roadmaps. * Recruit highly talented intrapreneurs to the New Ventures program and mentor them to build new products and businesses * Define OKRs with the team while tracking progress against them regularly, and communicate plans and progress to cross-functional partners. * Accountable for entire strategy, operation, and financial performance of the product line * Develop, execute, and - when necessary -  adjust  3 - 5 year business plan for New Ventures product line, and own ongoing P&L * Through competitive intelligence and customer insights, stay abreast  of the market and identify new business opportunities and translate them into new revenue streams * Anticipate market trends and developments to create product vision, lead project prioritization and establish go-to-market approach to successfully achieve sales targets * Articulate biggest value creation levers through ROI analysis and advocate for investment to accelerate growth * Manage, measure and report on the required quality, scope, budget and outcomes of New Ventures projects to the appropriate stakeholders * Build, lead, inspire and engage a high-performing entrepreneurial team focused on driving results WHAT YOU'LL NEED TO THRIVE (REQUIREMENTS) * 15+ years of GM, product management, and/or operations  management experience. * Experience in a start-up environment and/or a rapidly growing tech organization * Previous responsibilities as head of a business unit in terms of P&L, significant budget, etc. * Familiarity with AI-enabled or automation-driven product experiences * Experience defining or working with engineering productivity platforms (e.g., CI/CD, feature flags, experimentation frameworks such as Harness) * Experience with modern delivery systems influence on product iteration speed, reliability, and user outcomes * A hands-on mentality and willingness to remove obstacles for team members, while also creating connective tissue with centralized functions * Track record of proven leadership and accountability, meeting or exceeding objectives, while taking products from inception to launch * Ability to define product vision and roadmap with confidence in feasibility, time, cost and impact * Ability to effectively forecast revenue targets  * Experience collaborating with internal/external stakeholders and investors * Strong attention to detail with ability to manage expectations at both an Executive and cross-functional level * Exceptional people skills and demonstrated experience building rapport and driving consensus * Successful past growing and fostering an inclusive culture of high-performing teams * Ability to deal with ambiguity in fast-paced environment SPECIAL SAUCE* (NONESSENTIAL SKILLS / NICE TO HAVES) * MBA preferred * Prior co-founder or early-stage experience AI AT TOAST At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. OUR TOTAL REWARDS PHILOSOPHY We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.