Technical Support Leadership Manager
5 days ago
At Snowflake Inc, we are expanding our Global Technical Support organization and seeking a Senior Technical Support Manager to lead our team.
About the RoleThe 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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