Provide leadership for the technical staff.
Interface with Engineering teams on customer-impacting fixes and enhancements.
Recruit and develop support staff.
Drive team metrics and performance.
Lead efforts to implement top-tier technical support services, knowledge base content, best practices, and methodologies.
Foster a customer-centric mindset to understand and address enterprise customer needs.
Ensure end-to-end ownership of critical customer incidents and escalations.
Lead critical situations to manage and optimize the customer experience.
Implement data-driven strategies to enhance operational efficiency and workload distribution.
Collaborate with Product, Engineering, Sales, and Professional Services teams.
Translate customer feedback into tangible service improvements.
Promote knowledge sharing and prepare teams for new feature releases.

Requirements

Bachelor's or Master's degree in Computer Science, Engineering, or a related field
6+ years of technical support and service management experience
4+ years of direct management experience in enterprise support environments
Experience in data warehousing, cloud computing, or related technologies
Strong technical aptitude with hands-on Snowflake experience preferred
Excellent written and verbal communication skills
Experience with enterprise ticketing systems (Salesforce Service Cloud preferred)
Demonstrated success in achieving departmental goals and metrics
Available for occasional off-hours support based on business needs.

Benefits

Employee equity
Work-life balance
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportservice managementdata warehousingcloud computingSnowflakemetrics and performance managementdata-driven strategiescustomer incident managementknowledge base contentbest practices

Soft Skills

leadershipcustomer-centric mindsetcommunicationcollaborationteam developmentproblem-solvingcustomer experience optimizationknowledge sharingfeedback translationoperational efficiency

Certifications

Bachelor's degreeMaster's degree