Rohit Menon

Background

About Rohit Menon

I am a seasoned customer support executive with 18+ years of experience leading enterprise support organizations at Databricks, Cloudera, and Hortonworks. My focus is on building scalable, high-performing global support teams and solving complex technical challenges across big data, cloud, and AI ecosystems. At Databricks, I currently lead Backline Engineering (SME/L3), Support Operations, Knowledge Management, and Centers of Excellence, managing a global team of 40+ engineers, including a Director and 3 Sr. Managers. I’ve built and matured our advanced support model and implemented automation and GenAI tooling. I'm passionate about- Operational excellence in support strategy and escalation management - Leveraging AI to scale support with precision and speed - Cross-functional partnerships with Engineering and Product to drive supportability - Developing the next generation of support leaders I believe world-class support organizations drive not just customer retention but product innovation. I’m always open to connecting with customer-centric builders, support ops leaders, and product-focused engineering teams.