🛠 Tech Stack

💼 About This Role

You'll coordinate resolution of complex critical customer issues for Snowflake's AI Data Cloud platform. You'll drive cross-team collaboration with engineering, sales, and support to resolve escalations. This role offers mentorship opportunities and a chance to shape escalation practices at a leading cloud data company.

🎯 What You'll Do

• Coordinate resolution of complex, critical customer issues and outages
• Manage customer-facing communications and develop Get Well Plans
• Collaborate with engineering, sales, and support teams
• Review customer health trends to proactively prevent escalations

📋 Requirements

• 8+ years as an Escalation Manager in a support environment
• 8+ years with AWS, Azure, GCP, or private cloud
• 5+ years managing enterprise customer relationships in technical support
• B.S. or M.S. in CS, MIS, or equivalent experience

✨ Nice to Have

• Experience with Snowflake products
• Proficiency in Gsuite applications

🎁 Benefits & Perks

• 🏖️ Flexible PTO
• 🏥 Comprehensive health benefits
• 📈 Equity awards
• 💡 Learning and development programs
• 🌐 Remote work options

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min