Snowflake started with a clear vision: develop a cloud data platform that is effective, affordable, and accessible to all data users. Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions. We are now a global, world-class organization with offices in more than a dozen countries and serving many more.

Snowflake’s Support team is expanding!  We are looking for drivers-people who thrive on responsibility and live for the next big challenge. We seek to employ the brightest and most forward-thinking talent. Snowflake is currently seeking a Technical Support Manager. The successful candidate will manage a team within our growing Global Customer Support organization. This includes providing leadership to the team's technical staff, interfacing with Development on customer-impacting enhancements and fixes, recruiting and development of support staff, guiding and exceeding team metrics. The successful candidate will also have responsibility for leading efforts in developing and implementing world-class technical support services, knowledgebase content, best practices and methodologies to deliver unsurpassed service and support.

RESPONSIBILITIES:

  • Profound knowledge and experience in managing and exceeding Support KPI's and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs, etc
  • Lead efforts to hire, develop, and build a technical team.
  • Oversight and participation in Change Management as it relates to Customer Support.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
  • Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
  • Represent Snowflake effectively with customers.
  • Manage major operations outages and communications to the customers
  • Participate in weekend and holiday on-call rotation as required.
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
  • Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
  • Manage to the company and department's vision, mission and values.
  • Capture customer feedback, and participate in product issue resolutions and product enhancement efforts.

EXPERIENCE:

  • A minimum of 10 years of technical support and service management experience with a minimum of 5-6 years in a supervisory role is required.
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology
  • Proven capability of having successfully delivered on support metrics and managed support team.
  • Customer-first Mindset and a "Get it done" attitude are critical success factors for this role.
  • Demonstrated ability to provide exceptional internal and external customer care.
  • Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
  • Ability to lead change by effectively building commitment and winning support for initiatives.
  • Ability to appropriately prioritize and escalate customer issues
  • A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards. Strong analytical and problem-solving skills.
  • Strong technical aptitude and excellent communication skills, both oral and written.
  • Expert knowledge of Salesforce Service Cloud

 

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.

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