✦ Luna Orbit — Software Engineering

Sr. Engineering Manager - Customer Experience Intelligence (CXI)

at Databricks

📍 Mountain View, California; San Francisco, California Unknown Posted March 10, 2026
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Position Details

Type Full-Time
Experience senior
Exp. Years 10+ years
Education BS or higher degree in Computer Science or a related field
Category Software Engineering

About this role

This role involves leading the development of AI-driven customer support systems and automation tools to enhance support efficiency, reduce resolution times, and improve customer satisfaction.

Key Responsibilities

  • Own customer support automation
  • Lead AI-driven support system development
  • Improve support metrics
  • Collaborate with product and support teams
  • Drive system observability and explainability

Technical Overview

The technical scope includes AI, automation tools, support systems, observability, and explainability features, focusing on building scalable, support-focused workflows.

Ideal Candidate

The ideal candidate is a senior engineering leader with over 10 years of experience building AI-driven customer support systems and automations. They excel in cross-functional collaboration, support system architecture, and delivering measurable improvements in customer experience.

Must-Have Skills

Building Customer-facing WorkflowsSupport AutomationAI-enabled SystemsLeadership in EngineeringSupport Systems

Nice-to-Have Skills

AI/Automation IntegrationSupport Metrics OptimizationCustomer Experience Improvement

Tools & Platforms

Support Automation ToolsAI PlatformsSupport SystemsObservability Tools

Required Skills

Customer Support AutomationAIArtificial IntelligenceSupport WorkflowsSupport SignalsAutomation ToolsSupport SystemsObservabilityExplainabilitySupport Engineering

Hard Skills

Customer Support AutomationAIArtificial IntelligenceSupport WorkflowsSupport SignalsAutomation ToolsSupport SystemsObservabilityExplainabilitySupport Engineering

Soft Skills

LeadershipCross-functional CollaborationStrategic PlanningCommunicationProblem-solving

Industry & Role

Industry SaaS
Job Function Leadership in AI-enabled support system development

Keywords for Your Resume

Customer Support AutomationAIArtificial IntelligenceSupport WorkflowsSupport SignalsAutomation ToolsSupport SystemsObservabilityExplainabilitySupport EngineeringCustomer ExperienceSupport MetricsAI-enabled SystemsLeadershipCross-functional Collaboration

Deal Breakers

Lack of experience with support automation tools, No background in AI or AI-enabled systems, Unable to lead cross-functional teams

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