Manager, Technical Support at Snowflake

Menlo Park, California, United States

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$143,000 – $199,500Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Build an agile, flexible, high-performing team that delivers on organizational goals
Recruit effectively and hire to fill short-term and long-term needs
Provide employees with short- and long-term career guidance
Build and foster the growth of a cohesive team, including co-located and virtual resources
Partner with global peers to drive systems and process improvement initiatives
Sell Snowflake as a company and organization to junior candidates and those with competitive offers, inspiring them to join
Prioritize team success over personal advancement, optimizing for team performance
Maintain team health and high morale
Manage and optimize team performance through the full performance management cycle (setting expectations, goal setting, feedback, reviews, development plans, improvement strategies)
Drive a culture of high performance by coaching, mentoring, and developing direct reports, addressing performance gaps constructively
Fully understand and exemplify Snowflake Values and the People Leader Code
Take ownership of the team’s actions, outcomes, and mistakes
Mentor direct reports tactically (unblocking) and for long-term career development
Enable team members to develop and grow skills
Have difficult conversations to manage performance issues (underperformance, non-conformance to values, difficult working environment)
Think globally beyond team and region, optimizing for Snowflake
Build trust within the global team through positive influence with peers, cross-functional teams, and management
Model leader behaviors: accessible, approachable, supportive, highly collaborative, emotionally intelligent, raising up others, minimizing hierarchy

Responsibilities

Monitor team performance against quality standards, provide on-field and off-field coaching
Regularly monitor case progression to preempt escalations due to poor case management
Assess case backlog with customer experience in mind
Actively engage in investigations and restoration efforts during crises (customer escalations, service/security incidents)
Manage team workload to ensure capacity for critical issues
Stay on top of CSAT survey feedback, engage customers, and address improvements with team members
Partner with cross-functional teams to resolve complex customer escalations expeditiously
Use data to advocate for customers, improving product and increasing cross-functional engagement
Proactively raise systemic issues to address business gaps
Translate business requirements into team work, reaching out for assistance as needed
Raise issues promptly regarding schedule slips or risks impacting solution delivery
Organize work for maximum efficiency

Skills

Team Management

Recruiting

Performance Management

Coaching

Mentoring

Leadership

Process Improvement

Snowflake

Data management and analytics platform

About Snowflake

Snowflake provides a platform called the AI Data Cloud that helps organizations manage and analyze their data. This platform allows users to store and process large amounts of data efficiently, offering services like data warehousing, data lakes, data engineering, data science, and data sharing. Snowflake's system works by uniting data from different sources, enabling secure sharing and performing various types of analytics. What sets Snowflake apart from its competitors is its ability to operate seamlessly across multiple public clouds, allowing users to access their data from anywhere. The company's goal is to help businesses leverage their data for better decision-making by providing a flexible subscription-based service that scales according to their needs.

Bellevue, WashingtonHeadquarters

2012Year Founded

$1,341.3MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

We've got your back - We offer comprehensive health insurance plans, health savings accounts, robust retirement plans, and generous life and disability insurance.

A Balanced Lifestyle - All Snowflakes have access to our weekly online lunch and learns, virtual workout classes, and ergonomic work-from-home equipment. We offer on-demand mental health and wellness programs to support our employees and their families.

Your People Matter - Help offset the cost of growing your family with our fertility benefits and family planning resources. Count on our generous time-off and various leave plans for you to rest, refuel, and sustain a great work-life balance.

Global Snowflake Team - No matter where you are in the world, we will get you connected and supported with a work-from-home setup.

Treat Yourself - Personalize your Snowflake benefits by tapping into our employee discounts and pre-tax selections.

Invest In Your Future - Eligible employees enjoy new hire equity, Employee Stock Purchase Plan (ESPP), and a quarterly bonus or commission program.

Risks

Integration challenges from Datavolo acquisition may disrupt operations and customer service.

Increased competition from Mistral AI could challenge Snowflake's market position.

Convertible senior notes pricing may increase financial pressure if market conditions worsen.

Differentiation

Snowflake offers a unified platform for diverse data workloads, unlike traditional solutions.

The AI Data Cloud enables near-unlimited scale and performance for data mobilization.

Snowflake's seamless multi-cloud experience ensures efficient data operations across locations.

Upsides

Acquisition of Datavolo enhances Snowflake's open data integration capabilities.

Investment in Metaplane boosts AI-driven data quality solutions for Snowflake users.

Snowflake Ventures' investment in Hex expands accessibility of data tools to non-technical users.

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