Senior Manager, Technical Support
Snowflake
Date: 2 days ago
City: Riyadh
Contract type: Full time

Build the future of the AI Data Cloud. Join the Snowflake team.
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 to join our team.
About The Role
As a Senior 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 for leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support.
Special Requirements:
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
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 to join our team.
About The Role
As a Senior 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 for leading efforts in developing and implementing world-class technical support services, knowledge base content, best practices, and methodologies to deliver unsurpassed service and support.
Special Requirements:
- Ability to manage a support organization working across 1st, 2nd, and 3rd shifts
- Be a point of escalation for all shifts
- Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environment
- Be responsible for hiring, development, training, and skills management of staff that includes both individual contributors and managers, located across multiple office locations
- Have end-to-end ownership of customer incidents working across Support, Development, and Operations teams
- Navigate and steer difficult situations towards positive outcomes
- Make data-driven decisions to improve operational quality and efficiency
- Manage the team 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, professional services, etc)
- Turn customer feedback into actionable steps to improve support service delivery
- Partner with the escalation management team to drive satisfactory resolution of customer escalations
- Assess and evaluate processes, technology, and team skill sets to identify gaps and partner with enablement teams on opportunities for advancement
- Be the agent of change for new business processes, technology, transformation
- Lead by example to cultivate and maintain a culture built on teamwork and collaboration
- Able to provide operational coverage outside of regular business hours at short notice when needed
- Bachelor's or Master's degree in Computer Science or equivalent discipline
- 10+ years of technical support and service management experience; 6+ years in a supervisory role is required
- Experience managing Enterprise support in a large and complex environment in a web-based service and technology
- A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- Proven capability of delivering on departmental goals and key metrics
- Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warranted
- A reputation for trustworthiness, 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
- Experience supporting a database, data warehouse, or data platform technology in a SaaS environment
- Experience facilitating solution-building across cross-functional teams and driving complex projects to achieve a shared goal.
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
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Senior Account Executive - Utilities/ ENR
SAP,
Riyadh
2 hours ago
We help the world run betterOur company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong...

Engagement Advisor
Stratos Asia,
Riyadh
2 days ago
About UsStratos Asia collaborates with market research firms to develop engagement strategies that foster stronger relationships between brands and their audiences. We specialize in advising on audience engagement to drive long-term loyalty and interaction.Job OverviewWe are looking for a Freelance Audience Engagement Advisor to assess engagement trends, provide strategic guidance, and implement initiatives that enhance audience interaction. This role involves...

Finance Controller - Sales & Marketing
Nestlé,
Riyadh
2 days ago
Nestlé Waters KSA – Almanhal Water Factory (Position based in Almanhal Water Factory - Riyadh Industrial Area)Position SummaryCo-pilot Generating Demand (Sales & Marketing), providing financial/economic analysis to assure/facilitate the optimal use of Commercial & Maketing resources and lead to sustainable growth. Ensures that Sales & Marketing operations adhere to financial, legal requirements and Nestlé Accounting practicesKey responsibilities:Participate in the development...
