Senior Escalation Manager

About the role

Snowflake Support is seeking a Senior Escalation Manager to lead our most critical customer engagements. In this role, you will coordinate complex escalations and incidents, applying AI collaboration, decisive judgment, and structured problem-solving to restore confidence and stabilize situations. You will own the full escalation lifecycle, mentor peers, and shape executive-level narratives that align internal stakeholders and customers.

Key facts

What you'll do

Orchestrate end-to-end coordination of critical customer escalations, managing triage, resolution, and execution of data-driven get-well plans at the account level.

use AI tools independently to surface trends, analyze health data, summarize large information volumes, and proactively identify risk signals and escalation patterns, accelerating root-cause analysis while validating outputs before action.

Monitor Snowflake services for disruptions, engaging on-call engineers, Sales, Professional Services, Support, and Engineering as needed to coordinate rapid response and resolution.

Serve as the primary communication hub for all active escalations, delivering clear, timely updates to customers, executives, C-level stakeholders, and internal stakeholders across regions.

Translate complex technical issues into business impact, risks, and remediation plans that are accessible to non-technical audiences, balancing technical depth with executive-level clarity.

Proactively review customer health trends and interpret proactive escalation models, indicators, and data points to identify and address issues before they escalate, minimizing business impact.

Develop and maintain strong cross-functional partnerships across Sales, Engineering, Product, and Support to align on resolution strategies and consistent messaging.

Coordinate and drive completion of customer-facing post-mortems and root cause analyses based on escalation specifics, ensuring alignment among multiple stakeholders.

Present the escalation program, processes, and principles to internal teams to promote best practices and continuous improvement.

Mentor and provide direction to new and junior team members in escalation practices, methodologies, and quality standards to strengthen overall team capability.

Maintain and update customer-facing cloud services communications, ensuring accuracy, clarity, and timely delivery across all channels.

Participate in weekend on-call rotation and work nightshift between 9pm and 6pm Japan Standard Time to support global customers across Asia Pacific regions.

Requirements

Hold a BS/MS in Computer Science, Information Systems, or equivalent fields, demonstrating foundational knowledge relevant to escalation management.

Bring more than five years of experience running escalations in demanding support environments with a proven track record of successful outcomes.

Possess more than three years of engagement with enterprise accounts using major cloud platforms such as AWS, Azure, or Google Cloud, understanding their architectures and operational models.

Demonstrate AI fluency by using AI-assisted workflows to analyze data, draft communications, and validate findings, ensuring accuracy and reliability in outputs.

Show technical competency in SaaS, IaaS, and PaaS architectures, data warehouse environments, and cloud infrastructure, enabling effective discussions with technical teams.

Apply ITIL v3 or v4 framework knowledge to incident and problem management practices, integrating standardized approaches into escalation processes.

Exhibit fluency in Salesforce, Google Workspace, and Microsoft Office, managing complex information streams and leveraging these tools for reporting and communication.

Communicate clearly in writing and speech, adjusting style for executives and technical specialists, including the ability to convey critical issue status to C-level stakeholders.

Demonstrate high emotional intelligence, balancing customer advocacy with company representation during intense situations and maintaining integrity under pressure.

Exercise strong judgment in escalation management, making timely decisions from both business and technical perspectives while considering cross-functional impacts.

Analyze problems from diverse angles, creating action plans that satisfy all stakeholders and reflect a holistic view of complex, multi-stakeholder scenarios.

Collaborate effectively with distributed, cross-functional teams spread across multiple regions and time zones, supporting global engagement and alignment.

Practical notes

Working hours span nightshift between 9pm and 6pm Japan Standard Time, requiring availability during this window.

Weekend on-call rotation participation is required as part of this role.

Travel is not listed for this position, and visa sponsorship details are not provided.

About Snowflake

Internal Marketplace https://www. Snowflake. com/en/product/use-cases/internal-marketplace/:

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