Senior Manager, Technical Support

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.

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.