Technical Support Manager
Posted on 4/2/2024
Snowflake

5,001-10,000 employees

Data warehouse for the cloud
Company Overview
Snowflake has become a global force to help mobilize the world’s data. Snowflake enables thousands of organizations to have seamless access to explore, share, and unlock the true value of their data.
Data & Analytics

Company Stage

N/A

Total Funding

$2.5B

Founded

2012

Headquarters

,

Growth & Insights
Headcount

6 month growth

0%

1 year growth

13%

2 year growth

61%
Locations
Atlanta, GA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
Salesforce
CategoriesNew
IT & Security
IT Project Management
IT Support
Requirements
  • Bachelor's or Master's degree in Computer Science or equivalent discipline
  • 5+ years of technical support and service management experience; 2+ years in a supervisory role is required
  • Experience managing Enterprise support in a large and complex environment in a web-based service and technology
  • Proven capability of delivering on departmental goals and key metrics
  • Strong technical aptitude and excellent communication and negotiation skills, both oral and written
  • Extensive experience in one or more ticketing systems; Salesforce Service Cloud preferred
Responsibilities
  • Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
  • Be responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers
  • Navigate and steer difficult situations towards positive outcomes
  • Make data-driven decisions to improve operational quality and efficiency
  • Manage toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution etc.
  • Perform case quality reviews and coach team members toward driving improved customer experience
  • Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
  • Establish good working relationships with customer facing teams (sales, support account management, professional services, etc)
  • Turn customer feedback into actionable steps to improve support service delivery
  • Partner with incident and escalation management team to drive satisfactory resolution of customer escalations
  • Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement
  • Be the agent of change for new business process, technology, transformation
  • Lead by example to cultivate and maintain a culture built on teamwork and collaboration
  • Manage to organizational and departmental objectives
  • Able to provide operational coverage outside of regular business hours at short notice when needed