Senior Manager, Technical Support

Remote

As 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 development of 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.

AS A SENIOR TECHNICAL SUPPORT MANAGER, YOU WILL:

Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
Be responsible for hiring, development, training, and skills management of staff that includes both individual contributors and managers, located across multiple office locations
Have end-to-end ownership of customer incidents working across Support, Development and Operations team
Navigate and steer difficult situations towards positive outcomes
Make data-driven decisions to improve operational quality and efficiency
Manage to key customer success metrics - SLA, CSAT, Time to Resolution (TTR), etc.
Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
Establish good working relationships with customer facing teams (sales, professional services, etc)
Turn customer feedback into actionable steps to improve support service delivery
Partner with escalation management team to drive satisfactory resolution of customer escalations
Assess and evaluate processes, technology, and team skill sets to identify gaps and partner with enablement teams on opportunities for advancement
Be the agent of change for new business process, technology, transformation
Lead by example to cultivate and maintain a culture built on teamwork and collaboration

OUR IDEAL SENIOR TECHNICAL SUPPORT MANAGER WILL HAVE:

BS or MS degree in CS, MIS or equivalent discipline
A minimum of 10+ years of technical support and service management experience; a minimum of 6-7 years in a supervisory role is required
Experience managing Enterprise support in a large and complex environment in a web-based service and technology
A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
Proven capability of delivering on departmental goals and key metrics
Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warranted
A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
Strong analytical and problem-solving skills
Strong technical aptitude and excellent communication and negotiation skills, both oral and written
Extensive experience in one or more ticketing systems; Salesforce Service Cloud preferred

NICE TO HAVE:

Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
Experience facilitating solution building across cross-functional teams and driving complex projects to achieve a shared goal

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?

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.