Director, Technical Support

There is only one Data Cloud. Snowflake’s founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data users. But it didn’t stop there. They engineered Snowflake to power the Data Cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performance. This is our vision: a world with endless insights to tackle the challenges and opportunities of today and reveal the possibilities of tomorrow. 

Snowflake is growing fast and we're scaling our team to help enable and accelerate our growth. We're passionate about our people, our customers, our values, and our culture! We're also looking for people with a growth mindset and the pragmatic insight to solve for today while building for the future.  As a Snowflake employee, you will be accountable for supporting and enabling diversity and belonging. 

Snowflake’s Support team is expanding and we are looking for an exceptional leader to join our growing team to function in a follow-the-sun model. This leader needs to weave into a tightly knit global function while having the expertise and experience in optimizing locally to accommodate disparate language and cultural needs.

YOU WILL

• Have proven experience leading a geographically dispersed team to cater to the local customer base while remaining closely connected to the global support organization.
• Have the ability to forge a close relationship with our business partners and help advocate for the needs of the business within the ranks of senior support leadership.
• Function as the voice of the customer and provide internal feedback on how Snowflake Support can better serve our customers.
• In alignment with Global Support leadership, set standards and guidelines for all interactions with customers.
• Create and foster an environment that leads to a highly engaged and productive workforce by providing direction, guidance, and support to the team in order to deliver on our service commitments.
• Have the proven ability to recruit, select, hire and evaluate the performance of the team.
• Own regional management mandates to ensure the team continues to operate smoothly as part of the global fabric, working towards a common goal.
• Counsel and develop staff for personal and corporate advancement through career development, training programs, and other resources as required for professional development.
• Manage, develop, and align managers tasked with ensuring Support quality, SLO, SLA, and CSAT requirements are met.
• Work with Global Support leadership to identify and implement efficient support processes.
• Implement, maintain, and report metrics to executives, including statistical analysis and improvement action plan.

QUALIFICATIONS

• Bachelor's degree or higher preferred.
• 12+ years experience in a technical support environment, handling highly complex issues.
• 8+ years at the Management level, managing senior manager levels in addition to individual contributors, providing partner support to large enterprise customers.
• Ability to leverage past experience and strong communication skills to collaborate effectively with all stakeholders including customers, senior management, and other business leaders.
• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for running a Worldwide Support organization.
• Must be capable of influencing and dealing confidently and professionally at the executive level with stakeholders internally and at customers.
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction and earns their trust.

Last updated on Aug 26, 2024