Head of Global Technical Support at Snowflake: Powering the Future of Cloud Data

Snowflake is at the forefront of the data revolution, empowering organizations to unlock the true potential of their data. We're looking for a visionary and experienced leader to join us as the Head of Global Technical Support. In this critical role, you will be responsible for leading a high-performing global team and driving the "AI-First" revolution of our support organization, ensuring our customers receive world-class support and achieve unparalleled success with Snowflake's innovative platform.

Role Overview

As the Head of Global Technical Support, you will be the driving force behind our global support strategy. You'll lead a team of talented support engineers and operations professionals, fostering a culture of technical excellence, customer-centricity, and continuous innovation. Your primary focus will be to leverage the power of AI, particularly generative and predictive capabilities, to transform our support operations. This involves automating resolution pathways, predicting customer risks, and scaling innovative customer experiences without relying solely on headcount growth.

A Day in the Life

Here’s a glimpse into what your typical day might look like:

• Strategic Planning: Participating in executive-level meetings to align support strategy with overall company goals.
• AI Innovation: Collaborating with AI/ML teams to refine AI-driven support solutions. Reviewing performance metrics of implemented AI tools and making necessary adjustments.
• Team Leadership: Holding regular meetings with regional support leads to discuss performance, challenges, and opportunities for improvement. Mentoring and coaching team members to foster their professional growth.
• Customer Engagement: Reviewing escalated customer cases and working with the team to ensure timely and effective resolution. Engaging directly with key customers to gather feedback and understand their support needs.
• Operational Excellence: Analyzing support metrics to identify trends and areas for improvement. Implementing process improvements and automation to enhance efficiency and effectiveness.
• Incident Management: Overseeing the handling of major incidents and outages, ensuring clear communication and swift resolution.
• Technology Review: Staying up-to-date on the latest cloud technologies and trends, particularly in the areas of AI and data analytics.
• Vendor Management: Interacting with external vendors providing support tools and services.

Why Menlo Park, CA?

Menlo Park, California, is at the heart of Silicon Valley, the global center of innovation and technology. This location offers:

• Access to Top Talent: A vibrant talent pool of highly skilled engineers, data scientists, and technology professionals.
• Proximity to Innovation: Being in the heart of Silicon Valley provides unparalleled access to cutting-edge technologies, research, and development.
• Networking Opportunities: Opportunities to connect with industry leaders, attend conferences, and participate in industry events.
• Quality of Life: A high quality of life with access to excellent schools, diverse cultural experiences, and beautiful natural surroundings.

Career Path

This role offers a significant opportunity for career advancement within Snowflake. Potential career paths include:

• VP of Technical Support: Expanding your leadership responsibilities to oversee all aspects of global technical support.
• Chief Customer Officer: Assuming overall responsibility for customer success and satisfaction.
• Executive Leadership: Contributing to the overall strategic direction of the company as a member of the executive team.

Salary and Benefits

Snowflake offers a competitive salary and benefits package, commensurate with experience and qualifications. The estimated salary range for this position is $220,000 - $400,000 annually. Our comprehensive benefits package includes:

• Health Insurance: Comprehensive medical, dental, and vision coverage.
• Paid Time Off: Generous paid time off (PTO) and holidays.
• Employee Stock Purchase Program: Opportunity to purchase Snowflake stock at a discounted price.
• Retirement Plan: 401(k) plan with company match.
• Paid Parental Leave: Paid leave for new parents.
• Professional Development: Opportunities for professional development and training.
• Wellness Programs: Wellness programs and resources to support employee well-being.
• Employee Assistance Program: Confidential counseling and support services.

Innovation Culture at Snowflake

Snowflake is committed to fostering a culture of innovation, collaboration, and customer-centricity. We empower our employees to:

• Think Big: Challenge the status quo and develop innovative solutions to complex problems.
• Move Fast: Embrace agility and deliver results quickly.
• Take Ownership: Take responsibility for their work and drive projects to completion.
• Collaborate: Work effectively with cross-functional teams to achieve common goals.
• Learn and Grow: Continuously learn and develop their skills.

How to Apply

If you are a visionary leader with a passion for AI and customer success, we encourage you to apply. Please submit your resume and cover letter through the Snowflake careers website. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What is Snowflake's core business?

   Snowflake provides a cloud-based data platform that enables organizations to store, process, and analyze vast amounts of data.

2. What is the "AI-First" revolution of support?

   It's about leveraging AI to automate support processes, predict customer issues, and scale support services efficiently.

3. What are the key technologies used at Snowflake?

   Cloud computing, data warehousing, AI/ML, SQL, Python, and various data integration tools.

4. What is the company culture like?

   Innovative, collaborative, customer-centric, and results-oriented.

5. What are the opportunities for professional development?

   Snowflake offers a variety of training programs, mentorship opportunities, and career advancement paths.

6. What is the work-life balance like at Snowflake?

   We strive to provide a supportive work environment that enables employees to balance their work and personal lives.

7. What is the interview process like?

   Typically involves a phone screening, technical interview(s), and interviews with hiring managers and team members.

8. What are the expectations for this role in the first year?

   Develop a comprehensive AI-driven support strategy, build strong relationships with key stakeholders, and drive significant improvements in support metrics.

9. How does Snowflake support remote work?

   We provide the tools and resources necessary for employees to work effectively remotely.

10. What are the long-term career opportunities at Snowflake?

    Numerous opportunities for advancement into leadership roles and other areas of the company.