Senior Manager, Technical Support

Snowflake•Dublin, CA

About The Position

Snowflake Support helps customers deliver data-driven outcomes through high-quality technical resolutions and strong partnerships. As a Senior Technical Support Manager, you will lead a high-performing global team in a 24/7 environment, champion the responsible use of AI-assisted workflows, and drive operational excellence, customer experience, and team development. You will provide leadership to technical staff, interface with Engineering on customer-impacting fixes and enhancements, recruit and develop support talent, and exceed team metrics. You are results-oriented, using data, metrics, and AI-driven insights alongside open feedback to make operational, tactical, and strategic decisions, and you directly engage with customers when needed to ensure a positive experience with Snowflake Support.

Requirements

Bachelor's or Master's degree in Computer Science or related discipline, or equivalent practical experience
10+ years of technical support and service management experience in a large, complex SaaS environment, including 4+ years in a people-leader role
Customer-first mindset with a strong track record on quality, SLA attainment, CSAT, and productivity goals
Experience leading teams using AI tools in support workflows (LLM-based triage, AI-driven case management, AI-assisted knowledge authoring)
Ability to critically evaluate AI outputs, identify hallucinations or confidence gaps, and ensure human accountability for final decisions, with high ethical standards in AI governance
Strong analytical, problem-solving, and communication skills, with comfort using operational dashboards and AI-generated insights to make decisions and coach teams
Extensive experience with ticketing systems

Responsibilities

Lead and develop a globally distributed technical support team in a 24/7/365 environment.
Provide structured coaching through 1:1s, case reviews, and enablement, integrating AI-assisted insights into reviews while ensuring outputs are validated to drive technically grounded responses, consistent case progression, and empathetic customer communication.
Oversee hiring, onboarding, and professional development across locations, building strong skills in technical troubleshooting, customer communication, and effective use of AI tools in support workflows.
Ensure employees have clear career pathways that recognize technical excellence, customer impact, and AI-augmented performance.
Lead with clear context and a global mindset, delegating effectively to drive ownership and accountability, removing barriers, and keeping teams focused on shared goals connected to business outcomes.
Maintain end-to-end ownership of customer incidents and model high-quality case handling by leading from the front on critical escalations, blending deep technical reasoning with AI tools to accelerate diagnosis while maintaining accuracy and customer trust.
Use data-driven and AI-assisted strategies to optimize efficiency.
Monitor KPIs (case ownership, backlog, response times, resolution SLAs) and translate insights into clear, actionable plans for the team.
Ensure responsible AI use by setting standards for validating outputs before they reach customers, defining guardrails for privacy, security, and data use, and reviewing AI-related metrics (adoption, quality, error rates).
Build strong partnerships with Product, Engineering, Sales, Professional Services, and internal AI/platform teams to ensure Support's needs are represented in product and tooling decisions.
Collaborate with escalation management and partner teams to resolve complex issues, using operational and AI-generated insights to identify patterns and address root causes.
Drive knowledge sharing and AI enablement by encouraging AI-assisted co-authoring of knowledge content, and transform customer feedback into actionable service improvements, including opportunities to refine support tooling and AI models.
Identify operational gaps and partner with cross-functional teams to improve case-handling frameworks, tooling, and training resources, including AI assistants embedded in support workflows.
Champion organizational change and the scaling of new AI capabilities.
Engage constructively in discussions, align on decisions, and execute.
Lead pilots and rollout plans for new tools, defining success metrics, monitoring impact, and ensuring sustainable adoption.
Foster a collaborative culture of excellence and experimentation, where engineers and managers are encouraged to propose, test, and measure AI-driven improvements to how they work.