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Snowflake is seeking a Senior Escalation Manager to lead critical customer escalations and incidents for their most important accounts. This role sits at the intersection of customer success, technical support, and executive communication, requiring someone who can coordinate cross-functional teams, drive resolution, and restore customer confidence under pressure.
You will own end-to-end escalation management from triage through resolution, including developing and executing data-driven "Get Well Plans" for account-level issues. A key differentiator for this role is AI fluency: you'll leverage AI tools to surface trends, analyze health data, summarize information, and identify risk signals proactively. You'll validate AI outputs before acting and use these capabilities to accelerate root-cause analysis across active escalations.
Key responsibilities include monitoring Snowflake services for disruptions, engaging on-call engineers and cross-functional teams as needed, and serving as the primary communication hub for all escalation activities. You'll deliver clear, timely updates to customers, executives, C-level stakeholders, and internal teams. You must translate complex technical issues into business impact and remediation plans for non-technical audiences, and proactively review customer health trends to identify issues before they escalate.
You'll develop strong partnerships across Sales, Engineering, Product, and Support; coordinate customer-facing post-mortems and RCAs; mentor junior team members; and present escalation programs and processes to internal teams. The role includes weekend on-call rotation and a nightshift schedule (9pm–6am JST).
Required qualifications include 5+ years as an Escalation Manager in a Support environment, 3+ years with a major cloud platform (AWS, Azure, GCP), and 3+ years managing enterprise customer relationships in Technical Support. You need AI fluency, technical competency in SaaS/PaaS/IaaS architectures and data warehouse environments, ITIL v3/v4 certification, expertise in Salesforce CRM and productivity tools, and exceptional written/verbal communication skills. High EQ, empathy, strong judgment, and the ability to work across global virtual teams are essential.
