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