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Technical Support Manager - Public Sector

Company: Snowflake Computing
Location: San Mateo
Posted on: November 19, 2022

Job Description:

We're at the forefront of the data revolution, committed to building the world's greatest data and applications platform. Our 'get it done' culture allows everyone at Snowflake to have an equal opportunity to innovate on new ideas, create work with a lasting impact, and excel in a culture of collaboration.Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers' success. We form partnerships with customers by listening, learning and building connections. Snowflake's values are key to our approach and success in delivering world class Support. Putting customers first, acting with integrity, owning initiative and accountability and getting it done are Snowflake core values and are reflected in everything we do.Snowflake's Support team is expanding! We are looking for a Technical Support Manager to join our team. This position will primarily support Commercial and Public Sector customers.MANDATORY REQUIREMENTS FOR THE ROLE:The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.ABOUT THE ROLE:As a Technical Support Manager 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 TECHNICAL SUPPORT MANAGER, YOU WILL:Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environmentBe responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.Navigate and steer difficult situations towards positive outcomesMake 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 experienceFoster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedbackEstablish good working relationships with customer-facing teams (sales, support account management, professional services, etc)Turn customer feedback into actionable steps to improve support service deliveryPartner 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, and transformationLead by example to cultivate and maintain a culture built on teamwork and collaborationManage to organizational and departmental objectivesAble to provide operational coverage outside of regular business hours at short notice when neededOUR IDEAL TECHNICAL SUPPORT MANAGER WILL HAVE:Bachelor's or Master's degree in Computer Science or equivalent discipline5+ years of technical support and service management experience; 2+ years in a supervisory role is requiredExperience managing Enterprise support in a large and complex environment in a web-based service and technologyProven capability of delivering on departmental goals and key metricsCustomer-first mindset and a "Get it done" attitude Demonstrated ability to provide exceptional internal and external customer careAbility to champion change through commitment and support for initiativesAbility to appropriately prioritize and escalate customer issuesAbility to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warrantedA reputation for fairness, dependability, and adherence to high ethical standards Strong analytical and problem-solving skillsStrong technical aptitude and excellent communication and negotiation skills, both oral and writtenExtensive experience in one or more ticketing systems; Salesforce Service Cloud preferredNICE TO HAVE:Experience supporting a database, data warehouse, or data platform technology in a SaaS environmentExperience facilitating solution building across cross-functional teams and driving projects to achieve a shared goalSnowflake 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?

Keywords: Snowflake Computing, San Mateo , Technical Support Manager - Public Sector, IT / Software / Systems , San Mateo, California

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