Senior Escalation Manager (EM)

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. 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.

Snowflake Support is looking for a Senior Escalation Manager to help our most critical customers through their most important moments. You'll lead cross-functional coordination to resolve escalations and incidents, combining strong judgment, data-driven decision-making, and an AI-first mindset to drive outcomes quickly and restore customer confidence.

You thrive under pressure, operate with high integrity and EQ, and balance technical fluency with executive-level communication. You're equally comfortable managing a war room and writing a concise executive summary. You operate with minimal oversight, mentor junior team members, and bring a holistic view to complex, multi-stakeholder escalations.

Key Responsibilities:

- Own end-to-end coordination of critical customer escalations, from initial triage through resolution and "Get Well Plan" execution, including creating and executing data-driven get-well plans for account-level escalations.

- Independently leverage AI tools to surface trends, analyze health data, summarize large volumes of information, and identify risk signals proactively, identifying escalation patterns and accelerating root-cause analysis across active escalations, validating outputs before acting

- Monitor Snowflake services for disruptions and engage on-call engineers, Sales, Professional Services, Support, and Engineering as needed

- Serve as the primary communication hub for all active escalation activities, delivering clear, timely updates to customers, executives, C-level stakeholders, and internal stakeholders

- Translate complex technical issues into business impact, risks, and remediation plans accessible to non-technical audiences

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

- Develop and maintain strong cross-functional partnerships across Sales, Engineering, Product, and Support

- Coordinate and drive completion of customer-facing post-mortems/RCAs based on escalation specifics

- Present the escalation program, processes, and principles to internal teams

- Mentor and provide direction to new and junior team members in escalation practices and methodologies

- Maintain and update customer-facing cloud services communications

- Participate in weekend on-call rotation

- Work nightshift between 9pm ~ 6pm JST.

Required Qualifications:

- 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, GCP)

- 3+ years managing enterprise customer relationships in Technical Support or Support Delivery

- AI fluency: ability to use AI-assisted workflows to analyze data, surface trends, identify escalation patterns, accelerate root-cause analysis, draft communications, and generate escalation summaries, while critically validating 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 (GSuite/Microsoft Office)

- Exceptional written/verbal communication and executive-level summarization skills. Including ability to communicate critical issue status to C-level individuals

- High EQ, empathy, and ability to advocate for both customers and internal teams effectively straddling between customer advocate and Snowflake spokesperson in highly escalated cases

- Strong judgment in escalation management and timely decision-making from both business and technical perspectives

- Demonstrated ability to view problems holistically from multiple viewpoints and create action plans satisfying all stakeholders

- Ability to work effectively across global, virtual, cross-functional teams.

Preferred:

- Experience with AI-powered support tooling or workflow automation

- Familiarity with Snowflake or modern data platform architectures

- Experience with incident management platforms and on-call tooling

- Experience presenting programs or processes to cross-functional audiences

Snowflake is growing fast, 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.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com