Senior Escalation Manager – EM

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Snowflake

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Snowflake is a cloud-based data platform and data warehouse-as-a-service. It enables organizations to store, process, analyze, and share large volumes of structured and semi-structured data across multiple clouds, with separated scalable compute and storage, built-in security and data-sharing capabilities, and support for analytics and machine-learning workloads. Snowflake is delivered as a managed SaaS offering for enterprise customers and is primarily marketed and sold as a B2B product.

📋 Description

• Own end-to-end coordination of critical customer escalations from initial triage through resolution and Get Well Plan execution • Use AI tools to analyze health data, surface trends, identify risk signals and escalation patterns, accelerate root-cause analysis, and validate outputs • Monitor Snowflake services for disruptions and engage on-call engineers and cross-functional teams as needed • Serve as the primary communication hub for active escalations, providing updates to customers, executives, C-level stakeholders, and internal stakeholders • Translate complex technical issues into business impact, risks, and remediation plans • Review customer health trends and proactive escalation indicators to address issues before escalation • Build cross-functional partnerships across Sales, Engineering, Product, and Support • Coordinate customer-facing post-mortems and RCAs • Present escalation programs, processes, and principles to internal teams • Mentor and direct new and junior team members • Maintain and update customer-facing cloud services communications • Participate in weekend on-call rotation • Work nightshift between 9pm and 6am JST

🎯 Requirements

• BS/MS in CS, MIS, or equivalent • 5+ years as an Escalation Manager in a Support environment with a proven track record • 3+ years with at least one major cloud platform: AWS, Azure, or GCP • 3+ years managing enterprise customer relationships in Technical Support or Support Delivery • Ability to use AI-assisted workflows for data analysis, trend detection, escalation pattern identification, root-cause analysis, communications drafting, and escalation summaries, with critical validation of outputs • Technical competency in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure • ITIL v3/v4 certification or equivalent in-depth framework knowledge • Expertise in CRM, Salesforce preferred, and productivity tools including GSuite/Microsoft Office • Exceptional written and verbal communication and executive-level summarization skills • Ability to communicate critical issue status to C-level individuals • High EQ, empathy, and ability to advocate effectively for customers and internal teams • Strong judgment and timely decision-making from business and technical perspectives • Ability to assess problems holistically and create stakeholder-aligned action plans • Ability to work effectively across global, virtual, cross-functional teams • Experience with AI-powered support tooling or workflow automation preferred • Familiarity with Snowflake or modern data platform architectures preferred • Experience with incident management platforms and on-call tooling preferred • Experience presenting programs or processes to cross-functional audiences preferred