Manager, Priority Support Engineering

Snowflake is a company focused on empowering enterprises and individuals through innovation and collaboration. They are seeking a Manager, Priority Support Engineering to lead a global team of Designated Support Engineers, ensuring exceptional support for Priority Support customers and collaborating closely with various teams to enhance the customer experience.

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
• 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
• 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
• 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
• 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

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