Manager, Technical Support

Grow Organizational Capacity

Build an agile, flexible, high-performing team that is able to deliver on organizational goals

Recruit effectively and hire to fill both short-term and long-term needs.

Provide employees with short and long-term career guidance.

Build and foster the growth of a cohesive team that includes resources that are co-located as well as virtual.

Partners with global peers in driving systems and process improvement initiatives.

Able to sell Snowflake as a company and their organization to junior candidates and to candidates with competitive offers. Inspires potential recruits to join the company.

Understands that their success is achieved through the success of their team (teams come first, thereby optimizing for the team's performance, not their own advancement)

Able to maintain team health and high morale

Manages and optimizes team performance through the full performance management cycle, including setting clear expectations, goal setting, regular feedback, performance reviews, professional development plans, and implementing improvement strategies.

Drives a culture of high performance by actively coaching, mentoring, and developing direct reports, while addressing performance gaps constructively.

Demonstrate Leadership

Fully understands and exemplifies Snowflake Values and the People Leader Code

Take ownership of the team's actions, outcomes, and mistakes.

Able to mentor their direct reports, both tactically (unblocking them) as well as enabling their long-term career development.

Enables team members to develop and grow their skills.

Able to have difficult conversations as needed with their directs to manage performance by addressing issues such as underperformance, not conforming to Snowflake values, creating a difficult working environment, etc.

Thinks beyond their team and region; actions demonstrate global thinking while consistently optimizing for Snowflake

Actively works to build trust within the global team through positive influence with their global peers, cross-functional teams, and their management team.

Models behaviors we'd like to see in leaders : accessible, approachable, supportive, highly collaborative, emotionally intelligent, raising up others, and operating such that hierarchy disappears.

Global Technical Support (GTS) Team

Trusted to monitor team performance against quality standards, provide on-field and off-field coaching, regularly monitor case progression to preempt escalations due to poor case management, and assess case backlog with customer experience in mind.

Is able to actively engage in investigations and restoration efforts during crises, such as customer escalations, service and security incidents, etc.

Able to manage the team's workload to ensure sufficient capability to address critical issues

Stays on top of CSAT survey feedback, engaging customers, and addressing areas of improvement with team members.

Partners with cross-functional teams to drive and resolve complex customer escalations expeditiously

Uses data to advocate for the customer in order to improve the product and increase engagement from cross-functional teams.

Proactively raises systemic issues to address business gaps

Enablement Teams

Able to translate business requirements into work within their team's domain, reaching out to others for assistance as needed.

Trusted to raise issues as soon as they come up, regarding schedule slips, risks that impact the delivery of solutions owned by their team

Able to organize work for maximum efficiency and fast delivery while keeping the quality bar high.

Our Ideal Technical Support Manager Will Have

Bachelor's or Master's degree in Computer Science or equivalent discipline

6+ years of technical support and service management experience; 2+ years in a management role is required

Industry expertise within data warehousing, data engineering, data science, BI, Data Analytics, and / or Cloud Computing

Experience managing Enterprise support in a large and complex environment in a web-based service and technology

Proven capability of delivering on departmental goals and key metrics

Customer-first mindset and a "Get it done" attitude

Demonstrated ability to provide exceptional internal and external customer care

Ability to champion change through commitment and support for initiatives

Ability to appropriately prioritize and escalate customer issues

Ability to present problem resolution, RCA, 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

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?