Snowflake

2 months ago

Staff Escalation Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead high-stakes customer escalations in a fast-moving Snowflake Support environment. Coordinate with on-call engineers, Sales, Professional Services, Support, and Engineering to resolve complex incidents, drive action plans, mentor junior staff, and report progress to executives while maintaining a global, cross-functional perspective.

Location: Tokyo

Workplace: Hybrid

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Sr. Manager level

Key Responsibilities

•Lead and coordinate the resolution of complex and high-impact customer incidents, guiding the team to a timely resolution
•Prioritize escalation-related tasks and drive them to completion with a focus on business impact
•Collaborate with Snowflake on-call engineers and cross-functional teams (Sales, Professional Services, Support, Engineering) to resolve escalations efficiently
•Build and maintain strong partnerships with internal stakeholders (Sales, Services, Support, Engineering) and act as a liaison with global Escalation Manager teams
•Provide mentorship to junior team members and share escalation best practices across the organization

Key Requirements

•8+ years experience as an Escalation Manager in a support environment with demonstrated business value creation or improvement
•8+ years of experience with AWS, Azure, or GCP (cloud environments)
•5+ years of experience building/managing relationships with enterprise customers (in Technical Support, Business Operations, or similar support delivery organizations)
•Excellent communication in Japanese (verbal and written) and strong active listening skills
•Experience using AI tools for analysis, summarization, and workflow automation; ability to translate complex technical information into business impact

Experience:8+ yearsEnterprise softwareCloud computingSaaS

Education:Bachelor's

Skills:CommunicationLeadershipProblem-solvingCross-functional collaborationMentorship

Certifications:ITIL v3/v4

Languages:EnglishJapanese

Tech Stack:AWSAzureGCPGsuiteITILCloudOn-call

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 months ago

Staff Escalation Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Tokyo

Workplace: Hybrid

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Sr. Manager level

Key Responsibilities

•Lead and coordinate the resolution of complex and high-impact customer incidents, guiding the team to a timely resolution
•Prioritize escalation-related tasks and drive them to completion with a focus on business impact
•Collaborate with Snowflake on-call engineers and cross-functional teams (Sales, Professional Services, Support, Engineering) to resolve escalations efficiently
•Build and maintain strong partnerships with internal stakeholders (Sales, Services, Support, Engineering) and act as a liaison with global Escalation Manager teams
•Provide mentorship to junior team members and share escalation best practices across the organization

Key Requirements

•8+ years experience as an Escalation Manager in a support environment with demonstrated business value creation or improvement
•8+ years of experience with AWS, Azure, or GCP (cloud environments)
•5+ years of experience building/managing relationships with enterprise customers (in Technical Support, Business Operations, or similar support delivery organizations)
•Excellent communication in Japanese (verbal and written) and strong active listening skills
•Experience using AI tools for analysis, summarization, and workflow automation; ability to translate complex technical information into business impact

Experience:8+ yearsEnterprise softwareCloud computingSaaS

Education:Bachelor's

Skills:CommunicationLeadershipProblem-solvingCross-functional collaborationMentorship

Certifications:ITIL v3/v4

Languages:EnglishJapanese

Tech Stack:AWSAzureGCPGsuiteITILCloudOn-call

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