Senior Technical Support Manager

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.Where Data Does More. Join the Snowflake team.Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.Snowflake’s Support team is expanding! We are looking for a Senior Technical Support Manager to join our team.About The RoleAs 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, and guiding and exceeding team metrics. The successful candidate will also have responsibility for leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support and drive customer loyalty.You possess a positive attitude and outlook 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.AS A SENIOR TECHNICAL SUPPORT MANAGER, YOUR RESPONSIBILITIES INCLUDE:Leadership & Team ManagementLead and develop a globally distributed team of cloud support engineers in a 24/7/365 SaaS environmentActively coach employees on in-flight cases and backlog health, using structured reviews, 1:1s, and team enablement to reinforce best practicesPerform regular case quality reviews, monitoring for faster situation appraisal, meaningful responses, consistent case progression, empathetic and high-quality communication, and effective solutioning that drives customer confidence and loyaltyProvide timely feedback and maintain a consistent coaching rhythm to improve service quality and cultivate a culture of continuous improvementParticipate in regular KPI reviews to calibrate team performance and productivity; action recurring trends or quality gapsOversee recruitment, training, and professional development of staff across multiple locationsEffectively delegate tasks and responsibilities to managers, empowering ownership and growthEquip managers reporting to you to lead effectivelyEnsure employees have clear career pathways and opportunities for advancementOperational ExcellenceMaintain end-to-end ownership of customer incidents, working across Support, Development, and Operations teams and engaging customers, as neededDirectly interact with customers to act on feedback and address service gaps for the long term.Model high-quality case handling by leading from the front during critical case escalationsAble to provide operational coverage outside of regular business hours based on business needsImplement data-driven strategies to optimize operational efficiencyExecute organizational objectives and departmental initiativesCross-functional CollaborationBuild strategic partnerships with Product, Engineering, Sales, and Professional Services teamsCollaborate with escalation management to ensure the successful resolution of customer issuesFacilitate knowledge sharing and new feature readiness across teamsTransform customer feedback into actionable service improvementsChange Management & InnovationIdentify operational gaps and partner with enablement teams to continuously improve case handling frameworks, tooling, and training resourcesChampion organizational change and new business process implementationFoster a collaborative culture focused on excellence and teamworkPlays a key role in driving process improvements and technological advancement initiativesOUR IDEAL SENIOR TECHNICAL SUPPORT MANAGER WILL HAVE:Bachelor's or Master's degree in Computer Science or equivalent discipline10+ years of technical support and service management experience; 4+ years in a supervisory role is requiredExperience managing Enterprise support in a large and complex environment in a web-based service and technologyA customer-first mindset and demonstrated ability to provide exceptional internal and external customer careProven capability of delivering on departmental goals and key metricsAbility to present problem resolution, RCA, and corrective actions to customer-facing teams and customers when warrantedA reputation for trustworthiness, fairness, dependability, and adherence to high ethical standardsStrong analytical and problem-solving skillsStrong technical aptitude and excellent communication and negotiation skills, both oral and writtenExtensive experience in one or more ticketing systems; Salesforce Service Cloud preferredNICE TO HAVE:Industry expertise within data warehousing, data engineering, data science, BI, Data Analytics, and/or Cloud ComputingExperience facilitating solution-building across cross-functional teams and driving complex projects to achieve a shared goalSnowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.How do you want to make your impact?For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com