Senior Manager, Technical Support

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

About the Role

Snowflake Support helps customers deliver data-driven outcomes through high-quality technical resolutions and strong partnerships. As a Senior Technical Support Manager, you will lead a high-performing global team in a 24/7 environment, champion the responsible use of AI-assisted workflows, and drive operational excellence, customer experience, and team development.

You will provide leadership to technical staff, interface with Engineering on customer-impacting fixes and enhancements, recruit and develop support talent, and exceed team metrics. You are results-oriented, using data, metrics, and AI-driven insights alongside open feedback to make operational, tactical, and strategic decisions, and you directly engage with customers when needed to ensure a positive experience with Snowflake Support.

Responsibilities

Leadership & Team Management

• Lead and develop a globally distributed technical support team in a 24/7/365 environment. Provide structured coaching through 1:1s, case reviews, and enablement, integrating AI-assisted insights into reviews while ensuring outputs are validated to drive technically grounded responses, consistent case progression, and empathetic customer communication.

• Oversee hiring, onboarding, and professional development across locations, building strong skills in technical troubleshooting, customer communication, and effective use of AI tools in support workflows. Ensure employees have clear career pathways that recognize technical excellence, customer impact, and AI-augmented performance.

• Lead with clear context and a global mindset, delegating effectively to drive ownership and accountability, removing barriers, and keeping teams focused on shared goals connected to business outcomes.

Operational Excellence & AI-Driven Insights

• Maintain end-to-end ownership of customer incidents and model high-quality case handling by leading from the front on critical escalations, blending deep technical reasoning with AI tools to accelerate diagnosis while maintaining accuracy and customer trust.

• Use data-driven and AI-assisted strategies to optimize efficiency. Monitor KPIs (case ownership, backlog, response times, resolution SLAs) and translate insights into clear, actionable plans for the team.

• Ensure responsible AI use by setting standards for validating outputs before they reach customers, defining guardrails for privacy, security, and data use, and reviewing AI-related metrics (adoption, quality, error rates).

Cross-Functional Collaboration

• Build strong partnerships with Product, Engineering, Sales, Professional Services, and internal AI/platform teams to ensure Support's needs are represented in product and tooling decisions.

• Collaborate with escalation management and partner teams to resolve complex issues, using operational and AI-generated insights to identify patterns and address root causes.

• Drive knowledge sharing and AI enablement by encouraging AI-assisted co-authoring of knowledge content, and transform customer feedback into actionable service improvements, including opportunities to refine support tooling and AI models.

Change Management & AI-Driven Innovation

• Identify operational gaps and partner with cross-functional teams to improve case-handling frameworks, tooling, and training resources, including AI assistants embedded in support workflows.

• Champion organizational change and the scaling of new AI capabilities. Engage constructively in discussions, align on decisions, and execute. Lead pilots and rollout plans for new tools, defining success metrics, monitoring impact, and ensuring sustainable adoption.

• Foster a collaborative culture of excellence and experimentation, where engineers and managers are encouraged to propose, test, and measure AI-driven improvements to how they work.

Qualifications

• Bachelor's or Master's degree in Computer Science or related discipline, or equivalent practical experience

• 10+ years of technical support and service management experience in a large, complex SaaS environment, including 4+ years in a people-leader role

• Customer-first mindset with a strong track record on quality, SLA attainment, CSAT, and productivity goals

• Experience leading teams using AI tools in support workflows (LLM-based triage, AI-driven case management, AI-assisted knowledge authoring)

• Ability to critically evaluate AI outputs, identify hallucinations or confidence gaps, and ensure human accountability for final decisions, with high ethical standards in AI governance

• Strong analytical, problem-solving, and communication skills, with comfort using operational dashboards and AI-generated insights to make decisions and coach teams

• Extensive experience with ticketing systems

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com