Technical Support Manager - After Hours

Build the future of data. 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 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 Technical Support Manager to join our team.

This position will primarily support Commercial and Public Sector customers.

MANDATORY REQUIREMENTS FOR THE ROLE:

• The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.
• Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.

SPECIAL REQUIREMENTS:

• Ability to work a Afterhours: starting time between 3-7pm PT
• Work the regular US daytime business hours during the ramp up period (2-4 months) before transitioning to assigned shift
• Applicants should be flexible with schedule changes to meet the business needs

ABOUT THE ROLE:

As a 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 to participate in efforts for developing and implementing world-class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.

AS A 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 for a team of Cloud Support Engineers.
• Navigate and steer difficult situations towards positive outcomes
• Make data-driven decisions to improve operational quality and efficiency
• Manage 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, support account management, professional services, etc)
• Turn customer feedback into actionable steps to improve support service delivery
• Partner with incident and escalation management team to drive satisfactory resolution of customer escalations
• Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
• Be the agent of change for new business process, technology, and transformation
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration
• Manage to organizational and departmental objectives
• Able to provide operational coverage outside of regular business hours at short notice when needed

OUR IDEAL TECHNICAL SUPPORT MANAGER WILL HAVE:

• Bachelor's or Master's degree in Computer Science or equivalent discipline
• 5+ years of technical support and service management experience; 2+ 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 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, root cause analysis, and corrective actions to customer facing teams and customers when warranted
• A reputation for 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 projects to achieve a shared goal

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.