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.
IN THIS ROLE, YOU WILL:- 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.
Your strategic leadership, technical expertise, and operational excellence will ensure exceptional customer experiences in a 24/7 SaaS environment.
KEY RESPONSIBILITIES:Leadership & Team Development:- 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
Customer Success & Technical Operations:- 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
Cross-functional Leadership:- 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
Embody Service Excellence:- 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
REQUIRED QUALIFICATIONS:- 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
IDEAL CANDIDATE WILL POSSESS:- 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
Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.
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
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