Senior Escalation Manager (EM)

Snowflake
Tokyo
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsEducation: bachelorsSkills: ["Cross-functional collaboration","Executive communication","Judgment","High EQ","Empathy","Mentorship"]

Lead end-to-end coordination of critical customer escalations for Snowflake’s most important accounts, from triage through resolution and “Get Well Plan” execution. Use AI-assisted workflows to analyze health data, surface trends, summarize information, and proactively identify risk signals. Monitor service disruptions, coordinate with on-call engineering and cross-functional teams, and communicate clear updates to customers and executives. Mentor junior team members and contribute to post-mortems/RCAs.

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Snowflake
Snowflake
21 hours ago

Senior Escalation Manager (EM)

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead end-to-end coordination of critical customer escalations for Snowflake’s most important accounts, from triage through resolution and “Get Well Plan” execution. Use AI-assisted workflows to analyze health data, surface trends, summarize information, and proactively identify risk signals. Monitor service disruptions, coordinate with on-call engineering and cross-functional teams, and communicate clear updates to customers and executives. Mentor junior team members and contribute to post-mortems/RCAs.
Location: Tokyo
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end coordination of critical customer escalations from triage through resolution and “Get Well Plan” execution.
  • •Independently use AI tools to analyze health data, summarize information, identify risk signals, and accelerate root-cause analysis with output validation.
  • •Monitor Snowflake services for disruptions and coordinate with on-call engineers, Sales, Professional Services, Support, and Engineering.
  • •Serve as the primary communication hub for active escalation activities, delivering timely updates to customers and executives/C-level stakeholders.
  • •Coordinate customer-facing post-mortems/RCAs and mentor junior team members in escalation practices and methodologies.

Key Requirements

  • •5+ years as an Escalation Manager in a Support environment with a proven track record.
  • •3+ years with at least one major cloud platform (AWS, Azure, or GCP).
  • •3+ years managing enterprise customer relationships in Technical Support or Support Delivery.
  • •AI fluency: use AI-assisted workflows to analyze data, surface trends, identify escalation patterns, accelerate root-cause analysis, draft communications, and validate outputs.
  • •Technical competency in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure.
Experience:5+ yearsSaaSPaaSIaaSCloudEnterprise supportIncident managementAI-assisted workflows
Education:Bachelor's in CS, MIS, or equivalent
Skills:Cross-functional collaborationExecutive communicationJudgmentHigh EQEmpathyMentorship
Certifications:ITIL v3ITIL v4
Tech Stack:AIAWSAzureGCPSaaSPaaSIaaSData warehouseCloud infrastructureSalesforceGSuiteMicrosoft Office

Company Brief

Snowflake
Provides a cloud-native data platform for data warehousing, data engineering, data science, and analytics, enabling organizations to store, process, and share large-scale data across multiple cloud providers with elastic scalability and performance.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Bozeman, United States
Founded: 2012
WebsiteLinkedIn