🛠 Tech Stack

💼 About This Role

You'll lead critical customer escalations and incident resolution at Snowflake, driving customer success and cross-team collaboration. Your impact ensures complex technical issues are resolved with speed and empathy, building trust with enterprise clients. This role offers the chance to shape escalation processes in a fast-paced AI-native environment.

🎯 What You'll Do

• Coordinate resolution of complex customer escalations and major incidents
• Prioritize and execute escalation tasks autonomously
• Collaborate with on-call engineers to monitor service disruptions
• Drive cross-team partnerships with Sales, Support, and Engineering
• Develop and execute customer action plans using data insights

📋 Requirements

• 8+ years as an Escalation Manager in support environments
• 8+ years experience with AWS, Azure, GCP, or private cloud
• 5+ years managing enterprise customer relationships
• Business-level English and fluent Japanese communication

✨ Nice to Have

• ITIL v3/v4 certification
• AI tool experience for trend analysis and summarization
• GSuite proficiency

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💰 Competitive equity package
• 🏥 Comprehensive health insurance
• 📈 Stock options
• 🏠 Hybrid work flexibility

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical & Behavioral Rounds· 60 min