Snowflake Support Staff Escalation Manager

Drive success as a Staff Escalation Manager at Snowflake, where your focus on customer service and communication will reshape critical support situations. Ensure seamless resolutions and enhance client-satisfaction.
Joining the dedicated Snowflake Support team, you’ll independently manage complex escalations and collaborate with engineers to drive timely solutions. Your responsibilities extend to mentoring junior staff while leveraging data and customer feedback effectively. By building strong internal and external partnerships, you’ll contribute to improving overall services.
Key Responsibilities:
• Manage complex customer escalations independently
• Coordinate actions with various Snowflake teams
• Analyze service data for proactive issue resolution
• Mentor escalation team members on best practices
• Prepare communications for critical updates
Requirements:
• 8+ years in escalation management in a related field
• Hands-on experience with AWS, Azure, or similar platforms
• Excellent verbal and written communication abilities
• Proactive approach with high emotional intelligence
• Knowledge of ITIL frameworks, with certification preferred
Bring your experience to the forefront and shape the future of customer support at Snowflake.
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