Manager, Priority Support Engineering

Snowflake

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. Snowflake’s global technical support team is expanding! We are seeking a Manager, Priority Support Engineering to join our team. As a Manager, Priority Support Engineering, you will lead and cultivate a global team of Designated Support Engineers (DSEs) focused on delivering exceptional support to Priority Support customers. You will work closely with Technical Account Managers, Sales, and Professional Services teams to enhance the overall Snowflake experience. Your strategic leadership, technical expertise, and operational excellence will ensure exceptional customer experiences in a 24/7 SaaS environment.

Requirements

Bachelor's or Master's degree in Computer Science, Engineering, or a related field
6+ years of technical support and service management experience
4+ years of direct management experience in enterprise support environments
Experience in data warehousing, cloud computing, or related technologies
Strong technical aptitude with hands-on Snowflake experience preferred
Excellent written and verbal communication skills
Experience with enterprise ticketing systems (Salesforce Service Cloud preferred)
Demonstrated success in achieving departmental goals and metrics
Available for occasional off-hours support based on business needs

Nice To Haves

Strong analytical and problem-solving capabilities
Experience managing distributed teams in a 24/7 environment
Proven track record of building high-performing technical teams
Expertise in data analytics, BI, or cloud technologies
Proven ability to handle executive-level communications and presentations
Experience in driving cross-functional initiatives
Strong focus on customer success and satisfaction
Reputation for trustworthiness and high ethical standards

Responsibilities

Provide leadership for the technical staff.
Interface with Engineering teams on customer-impacting fixes and enhancements.
Recruit and develop support staff.
Drive team metrics and performance.
Lead efforts to implement top-tier technical support services, knowledge base content, best practices, and methodologies.
Build and lead a diverse, globally distributed team
Conduct structured performance reviews, case quality assessments, and regular coaching sessions
Drive team excellence through KPI monitoring and continuous improvement
Foster a customer-centric mindset to understand and address enterprise customer needs
Ensure end-to-end ownership of critical customer incidents and escalations
Lead critical situations to manage and optimize the customer experience
Implement data-driven strategies to enhance operational efficiency and workload distribution
Collaborate with Product, Engineering, Sales, and Professional Services teams
Translate customer feedback into tangible service improvements
Partner with escalation management teams for issue resolution
Promote knowledge sharing and prepare teams for new feature releases
Identify and implement operational improvements
Enhance case handling frameworks, tooling, and training resources
Develop and optimize post-sales support programs
Identify opportunities to improve the customer experience