Head of Global Technical Support

Snowflake•Menlo Park, CA

About The Position

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. As the Head of Snowflake Technical Support, you will lead a high-performing global organization covering all of Snowflake’s support engineering and operations. You will define and execute a comprehensive strategy aligned with long-term cloud visions to drive product adoption and commercial success. A primary mandate of this role is the "AI-First" revolution of support, leveraging latest generative and predictive capabilities to automate resolution pathways, predict customer risks, and scale innovative customer experiences without linear headcount growth.

Requirements

Education: Bachelor’s degree in Engineering, Computer Science, or equivalent practical experience.
Experience: 15+ years of experience in engineering or technical operations, with at least 5+ years in executive leadership (VP/Director).
AI Implementation: Proven track record of deploying AI-driven solutions (e.g., LLM-based virtual agents, automated case routing, or predictive analytics) to part of all of critical customer support journeys in a production environment.
Industry Expertise: Leadership experience in IaaS, PaaS, or hyperscale cloud environments, including compute, storage, networking, or GPU/AI clusters.
Scale: Experience managing a global "Follow the Sun" (24/7) support model across multiple time zones.
Technical Depth: Deep expertise in cloud products and the technology stack, including the ability to guide teams as a subject matter expert.

Nice To Haves

AI Strategy and Execution: Experience working with AI models specifically for technical documentation, log analysis, and automated root-cause discovery.
GPU & AI Infrastructure: Specialized knowledge in supporting cloud and AI natives and GPU-intensive workloads.
Operational Innovation: Ability to drive operational excellence in fast-paced environments through advanced automation and "self-healing" system initiatives.
Strategic Influence: Ability to influence engineering leadership on portfolio health and advocate for product features that reduce support friction.
Crisis Leadership: Expertise in managing complex, high-priority escalations and restoring customer sentiment during critical outages.
Transformation Leadership: Led teams through significant transformation and change with a strong focus on transparency, trust and employee engagements to ensure successful adoption and minimal disruption.

Responsibilities

AI-Driven Scaling: Implement and optimize AI solutions to improve response times, case routing, and self-service adoption.
Predictive Support: Develop internal telemetry and AI-driven "early warning systems" to identify and resolve issues before customers report them.
Global Leadership: Build and mentor a world-class team of support professionals, fostering a culture of technical innovation and customer-centricity.
Incident & Problem Management: Define escalation pathways (Tier 1-3) and SLAs for complex infrastructure incidents, including GPU cluster failures and networking bottlenecks.
Feedback Loops: Deeply partner with Product and Engineering to ensure support data directly influences product quality, reliability, and the long-term technical roadmap.
Operational Rigor: Establish customer-centric OKRs and utilize data-driven decision frameworks for continuous process optimization.
Strategic Vision: Execute a global support strategy that balances outsourcing needs with AI-driven automation and high-touch engineering support.
Customer Leadership: Provide visible, customer-facing leadership, serving as a trusted advisor to customers, partners and the field teams, translating business needs into solutions that solve issues, drive adoption and deliver satisfaction and long-term value. Work hand in hand with Sales, Product and Services to deliver this value.

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