Build the future of the AI Data Cloud. Join the Snowflake team.
Build the future of the AI Data Cloud. Join the Snowflake team.
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.
Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.
Snowflake’s Support team is expanding! We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need.
As a Staff Escalation Manager, you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical decisions toward resolving escalations. You possess a positive attitude and outlook and work with high integrity, accountability, attention to detail, planning expertise, and execution. A thorough understanding of business impacts related to technical issues as well as customer sentiment, is a must.

OUR IDEAL STAFF ESCALATION MANAGER WILL HAVE:

• B.S. or M.S degree in CS, MIS, or equivalent discipline/work experience
• 8+ years of working as an Escalation Manager in a Support environment with related experience with a proven track record of delivering business value and improvement
• 8+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
• 5+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations
• Excellent verbal, written, communication, and active & receptive listening skills
• Incredibly high levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
• Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and customers
• The ability to adapt, take initiative, be flexible, and learn quickly in a dynamic environment
• Excellent teaming skills, able to work with virtual and global cross-functional teams
• ITIL certification v3/v4 or an in-depth understanding of the ITIL framework
  Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee’s duty to keep customer information secure and confidential.
  Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
  How do you want to make your impact?
  Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
  How do you want to make your impact?
  For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.co

Please refer the Job description for details