Join the Snowflake team and help build the future of the AI Data Cloud. Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working towards our customers' success, forming partnerships by listening, learning, and building connections. Our core values are centered around putting customers first, acting with integrity, owning initiative and accountability, and delivering results.
As a Senior Technical Support Manager, you will manage a team within our growing Global Technical Support organization. Your responsibilities will include providing leadership to the technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and developing support staff, and guiding and exceeding team metrics. You will also develop and implement world-class technical support services, knowledge base content, best practices, and methodologies to deliver exceptional service and support.
Special Requirements:
- Ability to manage a support organization working across all shifts.
- Act as a point of escalation for all shifts.
Responsibilities:
- Deliver excellent technical support in a 24x7x365 SaaS environment.
- Manage hiring, development, training, and skills management of staff, including individual contributors and managers across multiple locations.
- Oversee customer incidents in partnership with Support, Development, and Operations teams.
- Navigate and resolve difficult situations toward positive outcomes.
- Make data-driven decisions to enhance operational quality and efficiency.
- Drive key customer success metrics such as SLA, CSAT, and Time to Resolution (TTR).
- Conduct case quality reviews and coach team members for improved customer experience.
- Collaborate across product and engineering functions for knowledge building and incident engagement.
- Establish relationships with customer-facing teams to improve support delivery.
- Partner with escalation management to ensure satisfactory resolution of customer escalations.
- Evaluate processes, technology, and team skill sets to identify gaps and opportunities for advancement.
Our Ideal Candidate Will Have:
- Bachelor's or Master's degree in Computer Science or equivalent discipline.
- 10+ years of technical support and service management experience, with 6+ years in a supervisory role.
- Experience managing Enterprise support in a complex, web-based service environment.
- A customer-first mindset with exceptional internal and external customer care.
- Proven ability to meet departmental goals and metrics.
- Strong analytical, problem-solving, technical aptitude, and communication skills.
- Experience with ticketing systems; Salesforce Service Cloud preferred.
Nice to Have:
- Experience supporting database, data warehouse, or data platform technologies in a SaaS environment.
- Experience in facilitating solution-building across cross-functional teams and driving complex projects.
Language Requirements: Not specified.
Join Snowflake to take your career to new heights while contributing to innovative solutions in the AI Data Cloud.
