Senior Manager, Technical Support job in Riyadh

Position

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.

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