Staff Escalation Manager

Responsibilities

• Proactively coordinate and resolve complex, critical customer issues, large-scale outages, and customer-impacting incidents.
• Prioritize and execute escalation-related tasks based on situational needs.
• Collaborate with on-call engineers to monitor Snowflake service online data and identify service outages.
• Partner with Sales, Professional Services, Support, and Engineering teams to ensure effective resolution of escalations.
• Act as a mentor to junior members, sharing escalation management expertise.
• Develop and execute customer action plans and "Get Well Plans" using data-driven insights.
• Translate complex technical information into clear business impacts and risks for customers.
• Analyze customer health trends to proactively identify and mitigate potential issues before they escalate.
• Participate in weekend on-call rotations.

Requirements

• 8+ years of experience as an Escalation Manager in a support environment.
• 8+ years of experience with AWS, Azure, GCP, or private cloud environments.
• 5+ years of experience in enterprise customer relationship management.
• Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.
• Proficiency in using AI tools for trend analysis, summarization, and risk detection.
• Strong communication skills in both Japanese and English (Business Level).
• Deep understanding of the ITIL framework or ITIL v3/v4 certification.
• High EQ and ability to navigate fast-paced, cross-functional global environments.

About the Company

Snowflake is powering the era of the agentic enterprise, providing data-driven business insights and high-quality solutions to help customers succeed through a team of dedicated experts.