SENIOR TECHNICAL SUPPORT MANAGER

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.

Where Data Does More. Join the Snowflake team.

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 Support team is expanding! We are looking for a Senior Technical Support Manager 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 developing 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 and drive customer loyalty.

You possess a positive attitude and outlook and enjoy working with a high-performing, fast-paced team. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical, and strategic decisions. You directly interact with customers to address service gaps and are highly focused on ensuring customers have a positive experience.

AS A SENIOR TECHNICAL SUPPORT MANAGER, YOUR RESPONSIBILITIES INCLUDE:

Leadership & Team Management

• Lead and develop a globally distributed team of cloud support engineers in a 24/7/365 SaaS environment

• Actively coach employees on in-flight cases and backlog health, using structured reviews, 1:1s, and team enablement to reinforce best practices

• Perform regular case quality reviews, monitoring for faster situation appraisal, meaningful responses, consistent case progression, empathetic and high-quality communication, and effective solutioning that drives customer confidence and loyalty

• Provide timely feedback and maintain a consistent coaching rhythm to improve service quality and cultivate a culture of continuous improvement

• Participate in regular KPI reviews to calibrate team performance and productivity; action recurring trends or quality gaps

• Oversee recruitment, training, and professional development of staff across multiple locations

• Effectively delegate tasks and responsibilities to managers, empowering ownership and growth

• Equip managers reporting to you to lead effectively

• Ensure employees have clear career pathways and opportunities for advancement

Operational Excellence

• Maintain end-to-end ownership of customer incidents, working across Support, Development, and Operations teams and engaging customers, as needed

• Directly interact with customers to act on feedback and address service gaps for the long term.

• Model high-quality case handling by leading from the front during critical case escalations

• Able to provide operational coverage outside of regular business hours based on business needs

• Implement data-driven strategies to optimize operational efficiency

• Execute organizational objectives and departmental initiatives

Cross-functional Collaboration

• Build strategic partnerships with Product, Engineering, Sales, and Professional Services teams

• Collaborate with escalation management to ensure the successful resolution of customer issues

• Facilitate knowledge sharing and new feature readiness across teams

• Transform customer feedback into actionable service improvements

Change Management & Innovation

• Identify operational gaps and partner with enablement teams to continuously improve case handling frameworks, tooling, and training resources

• Champion organizational change and new business process implementation

• Foster a collaborative culture focused on excellence and teamwork

• Plays a key role in driving process improvements and technological advancement initiatives

OUR IDEAL SENIOR TECHNICAL SUPPORT MANAGER WILL HAVE:

• Bachelor's or Master's degree in Computer Science