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Snowflake TECHNICAL SUPPORT MANAGER Costa Rica, San José 377290321
09.07.2024
AS A TECHNICAL SUPPORT MANAGER, YOU WILL:
- 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 toward 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 processes, technology, and transformation
- Lead by example to cultivate and maintain a culture built on teamwork and collaboration
- Manage organizational and departmental objectives
- Able to provide operational coverage outside of regular business hours at short notice when needed
- 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
- Customer-first mindset and a "Get it done" attitude
- Demonstrated ability to provide exceptional internal and external customer care
- Ability to champion change through commitment and support for initiatives
- Ability to appropriately prioritize and escalate customer issues
- Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
- A reputation for fairness, dependability, and adherence to high ethical standards
- Strong analytical and problem-solving skills
- 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
- Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
- Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal
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