Senior Manager, Technical Support

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 values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a to join our team.  

About the Role 

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.

Special Requirements:

• Ability to manage a support organization working across 1st, 2nd, and 3rd shifts
• Be a point of escalation for all shifts

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 teams
• Navigate and steer difficult situations towards positive outcomes
• Make data-driven decisions to improve operational quality and efficiency  
• Manage the team toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution, etc.
• Perform case quality reviews and coach team members toward driving improved customer experience
• 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 the 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 processes, technology, transformation
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration
• Able to provide operational coverage outside of regular business hours at short notice when needed

Our Ideal Senior Technical Support Manager will have: 

• Bachelor's or Master's degree in Computer Science or equivalent discipline
• 10+ years of technical support and service management experience;  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
• 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

Please do not include any sensitive personal information about yourself or others in your application or application materials (e.g., resume, cover letter), including but not limited to, health information, credit information, references to parentage and ethnic or tribal origin, and genetic information.