Director, Global Support

Build the future of data. Join the Snowflake team.

Snowflake’s Support team is expanding and we are looking for an exceptional person to join our growing team to function in a follow-the-sun model. This person needs to weave into a tightly knit global function while having the expertise and experience in optimizing locally to accommodate disparate language and cultural needs.

• Bring extensive experience in managing trusted customer relationships in the India  market.
• Have proven experience guiding a geographically dispersed team to cater to the local customer base while remaining closely connected to the global support organization.
• Have the ability to forge a close relationship with our business partners and help advocate for the needs of the business within the ranks of senior support team members.
• Function as the voice of the customer and provide internal feedback on how Snowflake Support can better serve our customers.
• In alignment with Global Support team members, set standards and guidelines for all interactions with customers.
• Create and foster an environment that makes a highly engaged and productive workforce by providing direction, guidance, and support to the team in order to deliver on our service commitments.
• Have the proven ability to collaboratively recruit, select, hire and evaluate performance of the team.
• Own regional management mandates to ensure the team continues to operate smoothly as part of the global fabric, working towards a common goal.
• Counsel and develop staff for personal and corporate advancement through career development, training programs and other resources as required for professional development.
• Manage, develop, and align managers tasked with ensuring Support quality, SLO, SLA, and CSAT requirements are met.
• Work with Global Support team members to identify and implement efficient support processes.
• Implement, maintain, and report metrics to executives, including statistical deep dives and improvement action plan.

• Bachelor's degree or higher preferred.
• 10+ years experience in a technical support environment, handling highly complex issues.
• 5+ years at the Management level, managing managers in addition to regular team members, providing partner support to large enterprise customers.
• Ability to leverage past experience and strong communication skills to collaborate effectively with all stakeholders including customers, senior management and other business team members.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization.
• Must be capable of influencing professionally at executive level with stakeholders internally and at customers.
• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction and earns their trust.