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.
Staff Escalation Manager Our Staff Escalation Manager reviews automatic and manual escalation nominations and can quickly assess the viability of the escalation request. They can strike the proper balance between serving customers' needs and being Snowflake ambassadors. They assemble multiple data points from different systems to create an overall picture of the customer’s current situation.
A Staff Escalation Manager relies heavily on reporting and analysis to translate the overall customer situation into a consumable view for management.
Work on non-routine problems that require techniques for which solutions are not always established Work within defined processes and helps determine the appropriate approach for newissue types Work independently with almost no supervision on day-to-day operations Prioritize tasks to manage their escalation queue effectively, rarely requiring input from their managers Serve as a mentor to junior staff on escalation practices; Optimize AI-assisted workflows for escalation management,
refining prompt strategies and tooling to improve team efficiency and output quality Own medium to high complexity cases and account escalations that may require a higher technical aptitude Leverage data from escalation models to drive and influence action on escalations Use AI tools independently to aggregate multi-source data, identify escalation patterns, and accelerate root-cause analysis, serving as a resource for peers on effective AI usage Lead escalations for highly visible customers, including those nominated by senior leadership Able to prioritize and manage multiple highly visible escalations, keeping all parties updated on progress regularly Drive internal team alignment in preparation for customer meetings Ability to take a big-picture approach to determine the root cause of escalations to ensure an adequate long-term solution is provided Work independently across the org to create, polish, and send customer-facing post-mortems/RCAs based on the specifics of the escalation Customer Advocacy:Demonstrate strong escalation management practices to address customer issues for the long term Provide guidance and mentorship in quality escalation management to team members Continuously monitor and keep a pulse on the customer's temperature Demonstrate heightened awareness of the overall customer situation, how the customer responds to progress updates, and pivot approach as needed to drive customer satisfaction Team Player and Community:Proactively help others Snowflake is growing quick, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: