Technical Support Leader

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Snowflake Inc Full time
About the Role

We are seeking an experienced Senior Technical Support Manager to lead our growing Global Technical Support organization. The ideal candidate will have a proven track record of managing a support organization working across multiple shifts, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and development of support staff, and guiding team metrics.

Key Responsibilities
  • Manage a team of technical staff, providing leadership and guidance on customer issues and incidents.
  • Collaborate with cross-functional teams, including Engineering, Development, and Operations, to resolve customer issues and improve overall service delivery.
  • Develop and implement world-class technical support services, knowledge base content, best practices, and methodologies to deliver exceptional service and support.
  • Navigate complex situations and drive positive outcomes for customers.
  • Analyze data to make informed decisions and improve operational quality and efficiency.


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