Snowflake

2 days ago

Manager, Escalation Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead Snowflake Support’s Escalation Management team to help critical customers get timely, high-quality resolutions in a 24x7x365 SaaS environment. You’ll oversee hiring, training, coaching, and skills management; drive data-driven operational improvements; manage high-impact escalations; and establish metrics, future-proof processes, and automation. Partner across product and engineering to improve knowledge, escalation engagement, and product feedback, including delivering executive stakeholder updates.

Location: Arizona

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and grow a diverse escalation management team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.
•Own global team responsibility for excellent customer care and support, including hiring, development, training, and skills management for escalation managers.
•Drive data-driven decisions to improve operational quality and efficiency; establish metrics and measures for success.
•Perform case quality reviews and coach team members to improve customer experience and ensure quality in support tickets and RCA documents.
•Foster cross-functional relationships across product and engineering, act as an agent of change for new processes/technology, and deliver scheduled updates to internal and external stakeholders including C-level individuals.

Pay and Benefits

Salary: USD 112,000 - 147,000 annually

Key Requirements

•B.S. or M.S. degree in CS, MIS, or equivalent discipline.
•6+ years of technical support and service management experience, including 2+ years in a supervisory role.
•3+ years of customer-facing experience managing escalations or incidents.
•Experience managing Enterprise support in a large, complex environment using web-based service and technology.
•Strong customer-first mindset with analytical problem-solving, communication, negotiation skills, and ability to work with virtual and global cross-functional teams.

Experience:Technical supportService managementCustomer-facing supportEnterprise supportSaaS

Education:Bachelor's in CS, MIS

Skills:Customer-first mindsetAnalytical problem-solvingCommunicationNegotiationAdaptability

Tech Stack:SaaSWeb-based service

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

Website LinkedIn

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Snowflake

2 days ago

Manager, Escalation Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Arizona

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead and grow a diverse escalation management team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.
•Own global team responsibility for excellent customer care and support, including hiring, development, training, and skills management for escalation managers.
•Drive data-driven decisions to improve operational quality and efficiency; establish metrics and measures for success.
•Perform case quality reviews and coach team members to improve customer experience and ensure quality in support tickets and RCA documents.
•Foster cross-functional relationships across product and engineering, act as an agent of change for new processes/technology, and deliver scheduled updates to internal and external stakeholders including C-level individuals.

Pay and Benefits

Salary: USD 112,000 - 147,000 annually

Key Requirements

•B.S. or M.S. degree in CS, MIS, or equivalent discipline.
•6+ years of technical support and service management experience, including 2+ years in a supervisory role.
•3+ years of customer-facing experience managing escalations or incidents.
•Experience managing Enterprise support in a large, complex environment using web-based service and technology.
•Strong customer-first mindset with analytical problem-solving, communication, negotiation skills, and ability to work with virtual and global cross-functional teams.

Experience:Technical supportService managementCustomer-facing supportEnterprise supportSaaS

Education:Bachelor's in CS, MIS

Skills:Customer-first mindsetAnalytical problem-solvingCommunicationNegotiationAdaptability

Tech Stack:SaaSWeb-based service

Company Brief

Snowflake

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

Website LinkedIn