[Hiring] Senior Technical Support Manager @Snowflake

Role Description

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
• Guiding and exceeding team metrics
• Leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices, and methodologies
• Driving customer loyalty through unsurpassed service and support

You possess a positive attitude 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.

Qualifications

• Bachelor's or Master's degree in Computer Science or equivalent discipline
• 10+ years of technical support and service management experience; 4+ years in a supervisory role is required
• Experience managing Enterprise support in a large and complex environment in a web-based service and technology
• A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• Proven capability of delivering on departmental goals and key metrics
• 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

Requirements

• Lead and develop a globally distributed team of cloud support engineers in a 24/7/365 SaaS environment
• Actively coach employees on in-flight cases and backlog health
• Perform regular case quality reviews
• Provide timely feedback and maintain a consistent coaching rhythm
• Participate in regular KPI reviews
• Oversee recruitment, training, and professional development of staff
• Effectively delegate tasks and responsibilities to managers
• Ensure employees have clear career pathways and opportunities for advancement
• Maintain end-to-end ownership of customer incidents
• Directly interact with customers to act on feedback and address service gaps
• Model high-quality case handling during critical case escalations
• Able to provide operational coverage outside of regular business hours
• Implement data-driven strategies to optimize operational efficiency
• Execute organizational objectives and departmental initiatives
• Build strategic partnerships with Product, Engineering, Sales, and Professional Services teams
• Collaborate with escalation management to ensure 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
• Champion organizational change and new business process implementation
• Foster a collaborative culture focused on excellence and teamwork
• Play a key role in driving process improvements and technological advancement initiatives

Benefits

• Comprehensive health insurance
• 401(k) with company match

Nice to Have

• Industry expertise within data warehousing, data engineering, data science, BI, Data Analytics, and/or Cloud Computing
• Experience facilitating solution-building across cross-functional teams