Global Technical Support Manager
5 days ago
We are seeking a highly skilled and experienced Senior Technical Support Manager to join our team at Snowflake Inc.
About the RoleThe Senior Technical Support Manager will be responsible for leading a team of technical staff to deliver excellent technical support services in a 24x7x365 SaaS environment. The ideal candidate will have 10+ years of technical support and service management experience, with 6+ years in a supervisory role.
The successful candidate will be able to navigate complex technical issues, make data-driven decisions, and manage the team toward key customer success metrics. They will also be responsible for developing and implementing technical support services, knowledge base content, best practices, and methodologies.
Snowflake values integrity, initiative, and accountability, and the Senior Technical Support Manager will be expected to embody these values in their work.
Responsibilities- Lead a team of technical staff to deliver excellent technical support services in a 24x7x365 SaaS environment
- Navigate complex technical issues and make data-driven decisions
- Develop and implement technical support services, knowledge base content, best practices, and methodologies
- Manage the team toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution, etc.
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