Staff Software Engineer - Customer Engagement & Docs Platform

Who we are

At Databricks, we are passionate about enabling data teams to solve the world's toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world's best data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers — and customer obsessed — we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started.

Our AI-powered Assistant serves as the initial point of contact for customers seeking assistance on how to use our platform effectively. The Customer Engagement and Docs platform team's objective is to help customers resolve their problems faster using AI / LLMs. We provide customers with precise and comprehensive solutions to their problems or build experiences to facilitate a seamless escalation to a support agent when necessary.

As a Staff Engineer, you will operate at the intersection of Product development and Machine Learning. Responsibilities include gaining a deep understanding of user behavior; identifying factors contributing to problems; leveraging Product, Machine Learning (ML) and Large Language Models (LLMs) to analyze intricate technical use cases within a secure enterprise environment and eventually providing a path to resolving them.

The impact you will have:

• Lead design, development, and deployment of systems for Evaluation, Answer retrieval and Quality improvement for helping customers.
• Lead architectural decisions to ensure performance, reliability, and accuracy of the knowledge systems.
• Drive best practices for engineering excellence, including design reviews, code quality, testing strategies, and performance optimizations.
• Deliver high-quality, production-ready code and services end-to-end — including performance tuning, resiliency improvements, and debugging in live environments.
• Contribute to longer-term technical planning and support strategic initiatives in Assistant and Support organizations.

What we look for:

• 6+ years of industry experience building and operating large-scale distributed systems.
• Demonstrated technical proficiency in machine learning and software engineering, coupled with a strong product-oriented approach.
• The capacity to define and structure solutions in ambiguous problem domains.
• Ability to mentor and guide junior engineers, as well as to effectively collaborate across various team boundaries.
• Track record of driving high-impact, technically complex initiatives that delivered clear customer or business value.
• Prior exper