Technical Support Manager
Snowflake
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 $121,000 - $185,700 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Lead and develop a globally distributed technical support team in a 24/7/365 SaaS environment
- Perform regular case quality reviews to ensure fast appraisal, meaningful responses, consistent progression, empathetic communication, and effective solutioning
- Actively coach employees on in-flight cases and backlog health, providing timely feedback and maintaining a consistent coaching rhythm
- Participate in regular KPI reviews to calibrate team performance and productivity and act on recurring trends or quality gaps
- Oversee recruitment, training, and professional development of staff across multiple locations and ensure clear career pathways
- Maintain end-to-end ownership of customer incidents, working across Support, Engineering, and Operations teams and engaging customers as needed
- Directly interact with customers to act on feedback and address service gaps for the long term
- Model high-quality case handling during critical case escalations and provide operational coverage outside regular business hours when required
- Implement data-driven strategies to optimize operational efficiency and execute organizational objectives and departmental initiatives
- Build partnerships with Product, Engineering, Sales, Solution Engineering, and Professional Services teams and collaborate with escalation management to resolve customer issues
- Facilitate knowledge sharing and new feature readiness across teams and transform customer feedback into actionable service improvements
- Identify operational gaps and partner with enablement teams to improve case handling frameworks, tooling, and training resources
- Champion organizational change and new business process implementation and participate in process improvements and technological advancement initiatives
Requirements
- 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
- Experience managing Enterprise support in a large and complex web-based service and technology environment
- 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, RCA, and corrective actions to customer-facing teams and customers when warranted
- Reputation for trustworthiness, 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
- Able to provide operational coverage outside of regular business hours based on business needs
- Expected to follow the company’s confidentiality and security standards for handling sensitive data
- Nice-to-have: Industry expertise within data warehousing, data engineering, data science, BI, Data Analytics, and/or Cloud Computing
- Nice-to-have: Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal