The Role
Technical Support Manager
APAC / Remote
About Snowplow
Snowplow is the global leader in customer data infrastructure for AI, enabling every organization to transform raw behavioral data into governed, high-fidelity fuel for AI-powered applications—including advanced analytics, real-time personalization engines, and AI agents.
Digital-first companies like Strava, HelloFresh, Auto Trader, Burberry, and DPG Media use Snowplow to collect and process event-level data in real time, delivering it securely to their warehouse, lake, or stream, and integrate deep customer context into their applications.
Thousands of companies rely on Snowplow to uncover customer insights, predict customer behaviors, hyper-personalize customer experiences, and detect fraud in real time.
The Opportunity:
Our product range is expanding rapidly. We now orchestrate and monitor Snowplow event pipelines across 250 customer-owned AWS, GCP, and Azure sub-accounts. At the same time, our rapidly growing CDI offering demands an increasingly diverse skill set within Support. We provide both proactive and reactive assistance, tackling everything from use-case guidance and setup questions to diagnosing product issues, managing enhancements, resolving implementation challenges, recovering data, handling upgrades, and overseeing infrastructure management.
We’re looking for a Support Manager to lead our AU and EU support teams — a group of highly technical, globally distributed engineers who support a growing and complex data product.
This isn’t just a people leadership role. You’ll need to understand our technical stack, support tooling, and the kinds of issues our customers face. You won’t be expected to work support tickets as your main task, but you’ll need to be comfortable jumping in, whether it’s troubleshooting a customer environment, reviewing logs, navigating Snowflake schemas, or helping an engineer talk through a tricky problem.
You’ll combine that technical depth with team coaching, operational oversight, and cross-functional collaboration to ensure our customers get the best possible support.
If this sounds like you, please get in touch. We know that some of you might be reading this and thinking you need to be 100% qualified to apply. But we value diversity, and for this role, we are primarily looking for a Support leader with drive, a strong sense of ownership and a willingness to hit the ground running.
This is a fully remote role, but we are especially looking to hire in APAC time zones.
What You’ll Be Doing:
● Leading and developing a team of technical support engineers across AU and EU. You’ll need to be flexible enough to be able to manage across multiple geographies.
● Coaching engineers through complex technical problems - you’ll be a sounding board, mentor, and collaborator
● Managing support operations: Zendesk workflows, tagging systems, SLAs, rotas, and queue health
●Collaborating with Engineering, SRE, and Product to resolve issues and improve the customer experience
● Supporting and contributing to incident response and resolution across time zones
● Identifying opportunities to improve tooling, processes, and documentation - and driving those changes
● Owning hiring, onboarding, 1:1s, performance reviews, and career development for your team
We’d Love to Hear From You If You Have:
●Managed technical support or customer-facing engineering teams, and you’re confident coaching others through complex problems.
● Familiarity with cloud technologies like AWS, GCP, and infrastructure-as-code. You understand how things fit together - pipelines, environments, permissions, and performance.
● Worked with tools like Zendesk, Jira, and Slack, and you know how to build and manage effective workflows, tagging systems, and routing rules.
● Experience reading logs, writing SQL, following a GitHub issue thread, or diagnosing the root cause of an error - and helping others do the same.
● The ability to remain calm in a crisis, great at prioritising, and confident leading teams through incidents, escalations, and change.
● A love of working with smart people and helping them get even better.
● Always seen technical support as a career. At Snowplow, you’ll have that opportunity. This skilled, multidisciplinary role involves working with a complex tech stack and navigating external dependencies.
What We Offer You in Return:
💰 A competitive package, including share options
🧘 Flexible working
🏖 A generous holiday allowance no matter where you are in the world
💻 MacBook and home office equipment allowance
👪 Enhanced maternity, paternity, shared parental and adoption leave
Snowplow is dedicated to building and supporting a brilliant, diverse and hugely inclusive team. We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence.
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The Company
What We Do
Snowplow empowers organizations to generate trustworthy, first-party customer data to power Marketing and Advertising performance.
1.9+ million sites and applications use Snowplow to generate and model first-party customer data from across their digital interfaces to capture descriptive customer journeys and build actionable first-party behavioral profiles. Purposely designed for the data platforms as a single source of truth; marketers, data teams and CDPs can activate Snowplow data across Customer 360, personalization and ML use cases.
With Snowplow, organizations like Strava, Autotrader, and Software.com reach, engage and win customers, while retaining an industry-leading data governance posture, with full GDPR and CCPA compliance.
