User Escalation Specialist

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. WHAT YOU'LL DO As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality. You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA). RESPONSIBILITIES * Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation. * Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. * Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. * Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance. * Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. * Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability. * Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions. * Constantly challenge the status quo and push for innovation in user support strategies and operational processes. WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * Business-level proficiency in Mandarin (written and spoken) is required, as this role involves daily communications with our users in the Greater China region.  * 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues. * Proficiency in SQL for data analysis and querying, with the ability to interpret datasets. * Experience working with APIs. * Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution. * Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress. * Experience in project management, particularly in optimizing processes, workflows, or support operations. * Willingness to work occasional weekends and holidays (with compensatory time off). PREFERRED QUALIFICATIONS * Strong data analysis skills and a passion for interpreting data to improve decision-making and outcomes * Comfortable explaining technical concepts to both technical and non-technical stakeholders * Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues

FEQ327R201 At Databricks, our core principles are at the heart of everything we do; creating a culture of proactiveness and a customer-centric mindset guides us to create a unified platform that makes data science and analytics accessible to everyone. We aim to inspire our customers to make informed decisions that push their business forward. We provide a user-friendly and intuitive platform that makes it easy to turn insights into action and fosters a culture of creativity, experimentation, and continuous improvement. You will be an essential part of this mission, using your technical expertise to demonstrate how our Data Intelligence Platform can help customers solve their complex data challenges. You'll work with a collaborative, customer-focused team that values innovation and creativity, using your skills to create customized solutions to help our customers achieve their goals and guide their businesses forward. Join us in our quest to change how people work with data and make a better world! The impact you will have:  * Form successful relationships with clients throughout your assigned territory, providing technical and business value to Databricks customers in collaboration with Account Executives. * Operate as an expert in big data analytics to excite customers about Databricks. You will develop into a ‘champion’ and trusted advisor on multiple issues of architecture, design, and implementation to lead to the successful adoption of the Databricks Data Intelligence Platform. * Scale best practices in your field and support customers by authoring reference architectures, how-tos, and demo applications, and help build the Databricks community in your region by leading workshops, seminars, and meet-ups. * Grow your knowledge and expertise to the level of a technical and/or industry specialist. What we look for: * Engage customers in technical sales, challenge their questions, guide clear outcomes, and communicate technical and value propositions. * Develop customer relationships and build internal partnerships with account executives and teams. * Prior experience with coding in a core programming language (i.e., Python, Java, Scala) and willingness to learn a base level of Spark. * Proficient with Big Data Analytics technologies, including hands-on expertise with complex proofs-of-concept and public cloud platform(s).   * Experienced in use case discovery, scoping, and delivering complex solution architecture designs to multiple audiences requiring an ability to context switch in levels of technical depth. 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.