Snowflake DIRECTOR TECHNICAL SUPPORT 

United States, Georgia, Atlanta 

968005591

• 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.

• 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.

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $146,000 - $239,200.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.