Senior Manager, Technical Support - Priority Support

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.

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 toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.

Snowflake’s Support team is expanding! We are looking for a Senior Technical Support Manager to join our team.

As a Senior Technical Support Manager, you will manage a team within our growing Global Technical Support organization. This includes providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and developing support staff, and guiding and exceeding team metrics. The successful candidate will also have the responsibility to participate in efforts to develop and implement world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support.

You possess a positive attitude and outlook and enjoy working with a high-performing, fast-paced team. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical, and strategic decisions. You directly interact with customers to address service gaps and are highly focused on ensuring customers have a positive experience.

• Lead and develop a globally distributed technical support team in a 24/7/365 SaaS environment

• Perform regular case quality reviews, monitoring for faster situation appraisal, meaningful responses, consistent case progression, empathetic and high-quality communication, and effective solutioning that drives customer confidence and loyalty

• Actively coach employees on in-flight cases and backlog health, providing timely feedback and maintaining a consistent coaching rhythm to improve service quality and cultivate a culture of continuous improvement

• Participate in regular KPI reviews to calibrate team performance and productivity; take action on recurring trends or quality gaps

• Oversee recruitment, training, and professional development of staff across multiple locations

• Ensure employees have clear career pathways and opportunities for advancement

• Maintain end-to-end ownership of customer incidents, working across Support, Engineering, and Operations teams and engaging customers, as needed

• Directly interact with customers to act on feedback and address service gaps for the long term.

• Model high-quality case handling by leading from the front during critical case escalations

• Able to provide operational coverage outside of regular business hours based on business needs

• Implement data-driven strategies to optimize operational efficiency

• Execute organizational objectives and departmental initiatives

• Build partnerships with Product, Engineering, Sales, Solution Engineering, and Professional Services teams

• Collaborate with escalation management to ensure the successful resolution of customer issues

• Facilitate knowledge sharing and new feature readiness across teams

• Transform customer feedback into actionable service improvements

• Identify operational gaps and partner with enablement teams to continuously improve case handling frameworks, tooling, and training resources

• Champion organizational change and new business process implementation

• Foster a collaborative culture focused on excellence and teamwork

• Participate in process improvements and technological advancement initiatives
  

• Bachelor's or Master's degree in Computer Science or equivalent discipline

• 6+ years of technical support and service management experience; 2+ years in a supervisory role is required

• Experience managing Enterprise support in a large and complex environment in a web-based service and technology

• Proven capability of delivering on departmental goals and key metrics

• Customer-first mindset and a "Get it done" attitude

• Demonstrated ability to provide exceptional internal and external customer care

• Ability to champion change through commitment and support for initiatives

• Ability to appropriately prioritize and escalate customer issues

• Ability to present problem resolution, RCA, and corrective actions to customer-facing teams and customers when warranted

• A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards

• Strong analytical and problem-solving skills

• Strong technical aptitude and excellent communication and negotiation skills, both oral and written

• Extensive experience in one or more ticketing systems; Salesforce Service Cloud preferred

• Industry expertise within data warehousing, data engineering, data science, BI, Data Analytics, and/or Cloud Computing

• Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com