Manager, Priority Support Engineering
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Requirements
• 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 • 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
Responsibilities
• 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. • 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
Benefits
• $130K – $170.1K • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • If you are a Snowflake employee, please enter your Snowflake email • or drag and drop here • Please select your location of residence. If you are a Snowflake Employee, please select your current work location • This includes, but is not limited to, initial work permits (e.g., H-1B in the US, Highly Skilled Migrant in the Netherlands, or Blue Card in Poland/Germany, etc.) and any necessary change in current sponsorship. • Cover Letter, Portfolio, Projects, etc • I am a U.S. person • I am a citizen of Cuba, Iran, North Korea, or Syria AND I am NOT a U.S. person • None of the above; I am a citizen of a different country • Yes - I have previously worked at, or is currently working at PwC • No - I have never been employed by PwC • Snowflake Candidate Privacy Notice. • I have read and agree to the Snowflake Candidate Privacy Notice. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran