Manager, Technical Support – Morning Shift (6 AM to 3 PM IST)

Job Description

Build the future of data. Join the Snowflake team.
Snowflake’s Support team is expanding! We are looking for a  Manager, Technical Support to join our team.
ABOUT THE ROLE
As a Manager, Technical Support you will manage a team within our growing Global Technical Support organization. This includes providing leadership to the team’s technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and development of support staff, and guiding and exceeding team metrics. The successful candidate will also have responsibility to participate in efforts for developing and implementing world-class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.
AS A MANAGER,TECHNICAL SUPPORT YOU WILL:
Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
Be responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.
Navigate and steer difficult situations towards positive outcomes
Make data-driven decisions to improve operational quality and efficiency
Manage toward key customer success metrics – SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution etc.
Perform case quality reviews and coach team members toward driving improved customer experience
Foster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedback
Establish good working relationships with customer facing teams (sales, support account management, professional services, etc)
Turn customer feedback into actionable steps to improve support service delivery
Partner with incident and escalation management team to drive satisfactory resolution of customer escalations
Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
Be the agent of change for new business process, technology, transformation
Lead by example to cultivate and maintain a culture built on teamwork and collaboration
Manage to organizational and departmental objectives
Able to provide operational coverage outside of regular business hours at short notice when needed

OUR IDEAL MANAGER, TECHNICAL SUPPORT

WILL HAVE:

Bachelor’s or Master’s degree in Computer Science or equivalent discipline
5+ years of technical support and service management experience; 2+ years in a supervisory role is required
Experience managing Enterprise support in a large and complex environment in a web-based service and technology
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, root cause analysis, and corrective actions to customer facing teams and customers when warranted
A reputation for 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
NICE TO HAVE:
Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
Experience facilitating solution building across cross-functional teams and driving projects to achieve a shared goal