Snowflake TECHNICAL SUPPORT MANAGER 

Canada, Ontario, Toronto 

588229128

This role operates in a hybrid work environment, requiring a

• 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

• 6+ 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