Manager, Technical Support

Technical Support Manager

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 Support team is expanding! We are looking for a Technical Support Manager to join our team.

About The Role

As a Technical Support Manager, you will manage a team within our growing Global Technical Support organization. This includes providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and developing support staff, and guiding and exceeding team metrics. The successful candidate will also have the responsibility to participate in efforts to develop and implement world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support.

You possess a positive attitude and outlook and enjoy working with a high-performing, fast-paced team. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical, and strategic decisions. You directly interact with customers to address service gaps and are highly focused on ensuring customers have a positive experience.

Your Responsibilities Include :

Leadership & Team Management

• Lead and develop a globally distributed technical support team in a 24 / 7 / 365 SaaS environment
• Perform regular case quality reviews, monitoring for faster situation appraisal, meaningful responses, consistent case progression, empathetic and high-quality communication, and effective solutioning that drives customer confidence and loyalty
• Actively coach employees on in-flight cases and backlog health, providing timely feedback and maintaining a consistent coaching rhythm to improve service quality and cultivate a culture of continuous improvement
• Participate in regular KPI reviews to calibrate team performance and productivity; take action on recurring trends or quality gaps
• Oversee recruitment, training, and professional development of staff across multiple locations
• Ensure employees have clear career pathways and opportunities for advancement

Operational Excellence

Cross-functional Collaboration

Change Management & Innovation

Our Ideal Technical Support Manager Will Have :

Nice To Have :

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?