Senior Manager, Technical Support

Snowflake Computing-posted 4 months ago
Full-time • Senior
Menlo Park, CA
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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Snowflake's global technical support team is expanding! We are seeking a Senior Manager, Technical Support to join our team. As a Senior Manager, Technical Support, you will lead and cultivate a global team of Priority Support Engineers (PSEs) and Priority Support Managers 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.

  • 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.
  • Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
  • 10+ 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.
  • 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.
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