Staff Escalation Manager

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. 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 Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need. As a Staff Escalation Manager, you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical decisions toward resolving escalations. You possess a positive attitude and outlook and work with high integrity, accountability, attention to detail, planning expertise, and execution. A thorough understanding of business impacts related to technical issues as well as customer sentiment, is a must. YOU WILL: - Work independently coordinating efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events - Effectively prioritize all related escalation tasks independently - Collaborate with Snowflake on-call engineers, and monitor online activity data for multiple Snowflake Services to identify Service disruptions - Coordinate and engage with other teams such as Sales, Professional Services, Support, and Engineering to effectively resolve escalated situations - Develop strong partnerships internally with Sales, Services, Support, and Engineering - Work with a global mindset as part of a team of Escalation Managers - Serve as a mentor to junior staff on escalation practices - Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress - Demonstrate strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives - Effectively advocate for required solutions to provide the best customer experience - Understand both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process - Understand proactive and reactive data points to develop a plan of action for our customers - Manage customer-facing communications for Escalations as well as the development and execution of a “Get Well Plan”, understanding all aspects of the situation and developing a clear scope and get well plan - Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation - Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties - Utilize your c