Senior Manager, Technical Support

Senior Manager, Technical Support At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. About the Role Snowflake Support helps customers deliver data-driven outcomes through high-quality technical resolutions and strong partnerships. As a Senior Technical Support Manager, you will lead a high-performing global team in a 24/7 environment, champion the responsible use of AI-assisted workflows, and drive operational excellence, customer experience, and team development. You will provide leadership to technical staff, interface with Engineering on customer-impacting fixes and enhancements, recruit and develop support talent, and exceed team metrics. You are results-oriented, using data, metrics, and AI-driven insights alongside open feedback to make operational, tactical, and strategic decisions, and you directly engage with customers when needed to ensure a positive experience with Snowflake Support. Responsibilities Leadership & Team Management - Lead and develop a globally distributed technical support team in a 24/7/365 environment. Provide structured coaching through 1:1s, case reviews, and enablement, integrating AI-assisted insights into reviews while ensuring outputs are validated to drive technically grounded responses, consistent case progression, and empathetic customer communication. - Oversee hiring, onboarding, and professional development across locations, building strong skills in technical troubleshooting, customer communication, and effective use of AI tools in support workflows. Ensure employees have clear career pathways that recognize technical excellence, customer impact, and AI-augmented performance. - Lead with clear context and a global mindset, delegating effectively to drive ownership and accountability, removing barriers, and keeping teams focused on shared goals connected to business outcomes. Operational Excellence & AI-Driven Insights - Maintain end-to-end ownership of customer incidents and model high-quality case handling by leading from the front on critical escalations, blending deep technical reasoning with AI tools to accelerate diagnosis while maintaining accuracy and customer trust. - Use data-driven and AI-assisted strategies to optimize efficiency. Monitor KPIs (case ownership, backlog, response times, resolution SLAs) and translate insights into clear, actionable plans for the team. - Ensure responsible AI use by setting standards for validating outputs before they reach customers, defining guardrails for privacy, security, and data use, and reviewing AI-related metrics (adoption, quality, error rates). Cross-Functional Collaboration - Build strong partnerships with Product, Engineering, Sales, Professional Services, and internal AI/platform teams to ensure Support's needs are represented in product and tooling decisions. - Collaborate with escalation management and partner teams to resolve complex issues, using operational and AI-generated insights to identify patterns and address root causes. - Drive knowledge sharing and AI enablement by encouraging AI-assisted co-authoring of knowledge content, and transform customer feedback into actionable service improvements, including opportunities to refine support tooling and AI models. Change Management & AI-Driven Innovation - Identify operational gaps and partner with cross-functional ... (truncated, view full listing at source)