Head of Global Technical Support

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.As the Head of Snowflake Technical Support, you will lead a high-performing global organization covering all of Snowflake’s support engineering and operations. You will define and execute a comprehensive strategy aligned with long-term cloud visions to drive product adoption and commercial success. A primary mandate of this role is the "AI-First" revolution of support, leveraging latest generative and predictive capabilities to automate resolution pathways, predict customer risks, and scale innovative customer experiences without linear headcount growth.MINIMUM QUALIFICATIONSEducation: Bachelor’s degree in Engineering, Computer Science, or equivalent practical experience.Experience: 15+ years of experience in engineering or technical operations, with at least 5+ years in executive leadership (VP/Director).AI Implementation: Proven track record of deploying AI-driven solutions (e.g., LLM-based virtual agents, automated case routing, or predictive analytics) to part of all of critical customer support journeys in a production environment.Industry Expertise: Leadership experience in IaaS, PaaS, or hyperscale cloud environments, including compute, storage, networking, or GPU/AI clusters.Scale: Experience managing a global "Follow the Sun" (24/7) support model across multiple time zones.Technical Depth: Deep expertise in cloud products and the technology stack, including the ability to guide teams as a subject matter expert.PREFERRED QUALIFICATIONSAI Strategy and Execution: Experience working with AI models specifically for technical documentation, log analysis, and automated root-cause discovery.GPU & AI Infrastructure: Specialized knowledge in supporting cloud and AI natives and GPU-intensive workloads.Operational Innovation: Ability to drive operational excellence in fast-paced environments through advanced automation and "self-healing" system initiatives.Strategic Influence: Ability to influence engineering leadership on portfolio health and advocate for product features that reduce support friction.Crisis Leadership: Expertise in managing complex, high-priority escalations and restoring customer sentiment during critical outages.Transformation Leadership: Led teams through significant transformation and change with a strong focus on transparency, trust and employee engagements to ensure successful adoption and minimal disruption.KEY RESPONSIBILITIES (AI & STRATEGIC FOCUS)AI-Driven Scaling: Implement and optimize AI solutions to improve response times, case routing, and self-service adoption.Predictive Support: Develop internal telemetry and AI-driven "early warning systems" to identify and resolve issues before customers report them.Global Leadership: Build and mentor a world-class team of support professionals, fostering a culture of technical innovation and customer-centricity.Incident & Problem Management: Define escalation pathways (Tier 1-3) and SLAs for complex infrastructure incidents, including GPU cluster failures and networking bottlenecks.Feedback Loops: Deeply partner with Product and Engineering to ensure support data directly influences product quality, reliability, and the long-term technical roadmap.Operational Rigor: Establish customer-centric OKRs and utilize data-driven decision frameworks for continuous process optimization.Strategic Vision: Execute a global support strategy that balances outsourcing needs with AI-driven automation and high-touch engineering support.Customer Leadership: Provide visible, customer-facing leadership, serving as a trusted advisor to customers, partners and the field teams, translating business needs into solutions that solve issues, drive adoption and deliver satisfaction and long-term value. Work hand i ... (truncated, view full listing at source)