Senior Manager, Priority Support Engineering

Senior Manager, Priority Support Engineering

Snowflake's global technical support team is expanding! We are seeking a Senior Manager, Priority Support Engineering to join our team.

As a Senior Manager, Priority Support Engineering, you will lead and cultivate a global team of Priority Support Engineers (PSEs) and Priority Support Managers focused on delivering exceptional support to Priority Support customers. You will work closely with Technical Account Managers, Sales, and Professional Services teams to enhance the overall Snowflake experience.

In This Role, You Will:

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.

Your strategic leadership, technical expertise, and operational excellence will ensure exceptional customer experiences in a 24/7 SaaS environment.

Key Responsibilities:

Leadership & Team Development:

Build and lead a diverse, globally distributed team

Conduct structured performance reviews, case quality assessments, and regular coaching sessions

Drive team excellence through KPI monitoring and continuous improvement

Customer Success & Technical Operations:

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

Cross-functional Leadership:

Collaborate with Product, Engineering, Sales, and Professional Services teams

Translate customer feedback into tangible service improvements

Partner with escalation management teams for issue resolution

Promote knowledge sharing and prepare teams for new feature releases

Embody Service Excellence:

Identify and implement operational improvements

Enhance case handling frameworks, tooling, and training resources

Develop and optimize post-sales support programs

Identify opportunities to improve the customer experience

Required Qualifications:

Bachelor's or Master's degree in Computer Science, Engineering, or a related field

10+ 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

Ideal Candidate Will Possess:

Strong analytical and problem-solving capabilities

Experience managing distributed teams in a 24/7 environment

Proven track record of building high-performing technical teams

Expertise in data analytics, BI, or cloud technologies

Proven ability to handle executive-level communications and presentations

Experience in driving cross-functional initiatives

Strong focus on customer success and satisfaction

Reputation for trustworthiness and high ethical standards

Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

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?