Build the future of the AI Data Cloud by joining the Snowflake team. The Snowflake Support team is committed to providing high-quality resolutions to deliver data-driven business insights and results. As a Senior Technical Support Manager, you will manage a team within the growing Global Technical Support organization.
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Work Conditions: On-site, Full-time, Riyadh, Riyadh, Saudi Arabia
Key Responsibilities:
- Deliver excellent technical support in a 24x7x365 SaaS environment.
- Oversee hiring, development, training, and skills management of staff across multiple office locations.
- Manage customer incidents by collaborating with Support, Development, and Operations teams.
- Make data-driven decisions to improve operational quality and efficiency.
- Manage the team toward key customer success metrics such as SLA, CSAT, and Time to Resolution (TTR).
- Foster relationships across product and engineering functions for knowledge sharing and feedback.
- Partner with customer-facing teams and assess processes for potential improvement.
Ideal Candidate:
- Bachelor's or Master's degree in Computer Science or a related field.
- 10+ years of technical support and service management experience, with at least 6 years in a supervisory role.
- Experience managing Enterprise support in large web-based services.
- Strong customer-first mindset with the ability to provide exceptional service.
- Excellent analytical and problem-solving skills, along with strong technical aptitude.
- Experience with ticketing systems, particularly Salesforce Service Cloud, is preferred.
Language Requirements: Not specified.
