Senior Escalation Manager

Snowflake

Senior Escalation Manager resolving critical customer incidents for Snowflake’s cloud data platform. Coordinating global teams, AI-driven analysis, customer communications, RCAs, and overnight Japan-time support.

Posted 8/11/2026full-timeRemote • 🇯🇵 JapanSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer escalations and developing data-driven get-well plans while leveraging AI tools for analysis and trend detection. Proven ability to communicate effectively with C-level stakeholders and mentor team members in a fast-paced, cross-functional environment.

Highest-signal resume keywords

Escalation ManagementCloud Platform Experience (AWS, Azure, GCP)AI-Assisted Data AnalysisITIL v3/v4 CertificationCustomer Relationship Management (Salesforce)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisRoot-Cause AnalysisSaaS/PaaS/IaaS ArchitecturesCloud InfrastructureTrend DetectionIncident ManagementWorkflow AutomationTechnical SupportPost-Mortem CoordinationCross-Functional Collaboration

Soft Skills

Exceptional CommunicationEmpathyJudgmentDecision-MakingMentoring

Tools & Technologies

SnowflakeSalesforceGSuiteMicrosoft OfficeAI-Powered Support Tools

Certifications & Qualifications

ITIL v3ITIL v4

Industry Keywords

Customer EscalationSupport DeliveryTechnical SupportCloud ServicesData Warehouse

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Own end-to-end coordination of critical customer escalations from initial triage through resolution and Get Well Plan execution
Create and execute data-driven get-well plans for account-level escalations
Use AI tools to analyze health data, surface trends, summarize information, identify risk signals and escalation patterns, and accelerate root-cause analysis while validating outputs
Monitor Snowflake services for disruptions and engage on-call engineers, Sales, Professional Services, Support, and Engineering
Serve as the primary communication hub for active escalations and provide timely updates to customers, executives, C-level stakeholders, and internal stakeholders
Translate complex technical issues into business impact, risks, and remediation plans
Review customer health trends and proactive escalation indicators to address issues before escalation
Develop cross-functional partnerships across Sales, Engineering, Product, and Support
Coordinate customer-facing post-mortems and RCAs
Present escalation programs, processes, and principles to internal teams
Mentor and provide direction to new and junior team members
Maintain and update customer-facing cloud services communications
Work the nightshift between 9pm and 6am JST

Requirements

What you’ll need

BS/MS in CS, MIS, or equivalent
5+ years as an Escalation Manager in a Support environment with a proven track record
3+ years with at least one major cloud platform: AWS, Azure, or GCP
3+ years managing enterprise customer relationships in Technical Support or Support Delivery
Ability to use and critically validate AI-assisted workflows for data analysis, trend detection, escalation patterns, root-cause analysis, communications, and summaries
Technical competency in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure
ITIL v3/v4 certification or equivalent in-depth framework knowledge
Expertise in CRM, preferably Salesforce, and productivity tools including GSuite/Microsoft Office
Exceptional written and verbal communication and executive-level summarization skills
Ability to communicate critical issue status to C-level individuals
High EQ, empathy, and ability to advocate for customers and internal teams
Strong judgment and timely decision-making from business and technical perspectives
Ability to view problems holistically and create stakeholder-aligned action plans
Ability to work effectively across global, virtual, cross-functional teams
Preferred: experience with AI-powered support tooling or workflow automation
Preferred: familiarity with Snowflake or modern data platform architectures
Preferred: experience with incident management platforms and on-call tooling
Preferred: experience presenting programs or processes to cross-functional audiences
Must be currently authorized to work in the country to which the candidate is applying

Benefits

Comp & perks

Participation in weekend on-call rotation
Snowflake Candidate Privacy Notice and application support for work authorization/immigration timelines