Technical Support Leadership Manager

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Snowflake Inc Full time

At Snowflake Inc, we are expanding our Global Technical Support organization and seeking a Senior Technical Support Manager to lead our team.

About the Role

The successful candidate will have 10+ years of technical support and service management experience, with 6+ years in a supervisory role. They will be responsible for managing a team within our growing Global Technical Support organization, providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and development of support staff, and guiding and exceeding team metrics.

The ideal candidate will also have end-to-end ownership of customer incidents working across Support, Development, and Operations teams, making data-driven decisions to improve operational quality and efficiency, and managing the team toward key customer success metrics.

Snowflake is committed to delivering world-class Support services, and the Senior Technical Support Manager will play a key role in leading efforts in developing and implementing technical support services, knowledge base content, best practices, and methodologies.

Key Responsibilities
  • Manage a support organization working across 1st, 2nd, and 3rd shifts
  • Be a point of escalation for all shifts
  • Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
  • Be responsible for hiring, development, training, and skills management of staff that includes both individual contributors and managers, located across multiple office locations
  • Navigate and steer difficult situations towards positive outcomes
  • Make data-driven decisions to improve operational quality and efficiency
  • Manage the team toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution, etc.


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