Manager, Priority Support Engineering

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.Snowflake’s global technical support team is expanding! We are seeking a Manager, Priority Support Engineering to join our team.As a Manager, Priority Support Engineering, you will lead and cultivate a global team of Designated Support Engineers (DSEs) focused on delivering exceptional support to Priority Support customers. You will work closely with Technical Account Managers, Sales, and Professional Services teams to enhance the overall Snowflake experience.IN THIS ROLE, YOU WILL: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.Your strategic leadership, technical expertise, and operational excellence will ensure exceptional customer experiences in a 24/7 SaaS environment.KEY RESPONSIBILITIES:Leadership & Team Development:Build and lead a diverse, globally distributed teamConduct structured performance reviews, case quality assessments, and regular coaching sessionsDrive team excellence through KPI monitoring and continuous improvementCustomer Success & Technical Operations:Foster a customer-centric mindset to understand and address enterprise customer needsEnsure end-to-end ownership of critical customer incidents and escalationsLead critical situations to manage and optimize the customer experienceImplement data-driven strategies to enhance operational efficiency and workload distributionCross-functional Leadership:Collaborate with Product, Engineering, Sales, and Professional Services teamsTranslate customer feedback into tangible service improvementsPartner with escalation management teams for issue resolutionPromote knowledge sharing and prepare teams for new feature releasesEmbody Service Excellence:Identify and implement operational improvementsEnhance case handling frameworks, tooling, and training resourcesDevelop and optimize post-sales support programsIdentify opportunities to improve the customer experienceREQUIRED QUALIFICATIONS:Bachelor's or Master's degree in Computer Science, Engineering, or a related field6+ years of technical support and service management experience4+ years of direct management experience in enterprise support environmentsExperience in data warehousing, cloud computing, or related technologiesStrong technical aptitude with hands-on Snowflake experience preferredExcellent written and verbal communication skillsExperience with enterprise ticketing systems (Salesforce Service Cloud preferred)Demonstrated success in achieving departmental goals and metricsAvailable for occasional off-hours support based on business needsIDEAL CANDIDATE WILL POSSESS:Strong analytical and problem-solving capabilitiesExperience managing distributed teams in a 24/7 environmentProven track record of building high-performing technical teamsExpertise in data analytics, BI, or cloud technologiesProven ability to handle executive-level communications and presentationsExperience in driving cross-functional initiativesStrong focus on customer success and satisfactionReputation for trustworthiness and high ethical standardsEvery 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 ... (truncated, view full listing at source)