Snowflake · 2 days ago
Head of Global Technical Support
Menlo Park, CA
Full-time
Onsite
Director/Executive
$272K/yr - $391K/yr
15+ years expSnowflake is a company focused on empowering enterprises and fostering innovation and collaboration. The Head of Global Technical Support will lead a global organization to enhance support engineering and operations, driving product adoption and commercial success through AI-driven solutions and customer-centric strategies.
AnalyticsArtificial Intelligence (AI)Cloud Data ServicesData ManagementEnterprise SoftwareSoftware
Responsibilities
Implement and optimize AI solutions to improve response times, case routing, and self-service adoption
Develop internal telemetry and AI-driven "early warning systems" to identify and resolve issues before customers report them
Build and mentor a world-class team of support professionals, fostering a culture of technical innovation and customer-centricity
Define escalation pathways (Tier 1-3) and SLAs for complex infrastructure incidents, including GPU cluster failures and networking bottlenecks
Deeply partner with Product and Engineering to ensure support data directly influences product quality, reliability, and the long-term technical roadmap
Establish customer-centric OKRs and utilize data-driven decision frameworks for continuous process optimization
Execute a global support strategy that balances outsourcing needs with AI-driven automation and high-touch engineering support
Provide visible, customer-facing leadership, serving as a trusted advisor to customers, partners and the field teams, translating business needs into solutions that solve issues, drive adoption and deliver satisfaction and long-term value
Qualification
Required
Education: Bachelor's degree in Engineering, Computer Science, or equivalent practical experience
Experience: 15+ years of experience in engineering or technical operations, with at least 5+ years in executive leadership (VP/Director)
AI Implementation: Proven track record of deploying AI-driven solutions (e.g., LLM-based virtual agents, automated case routing, or predictive analytics) to part of all of critical customer support journeys in a production environment
Industry Expertise: Leadership experience in IaaS, PaaS, or hyperscale cloud environments, including compute, storage, networking, or GPU/AI clusters
Scale: Experience managing a global 'Follow the Sun' (24/7) support model across multiple time zones
Technical Depth: Deep expertise in cloud products and the technology stack, including the ability to guide teams as a subject matter expert
Preferred
AI Strategy and Execution: Experience working with AI models specifically for technical documentation, log analysis, and automated root-cause discovery
GPU & AI Infrastructure: Specialized knowledge in supporting cloud and AI natives and GPU-intensive workloads
Operational Innovation: Ability to drive operational excellence in fast-paced environments through advanced automation and 'self-healing' system initiatives
Strategic Influence: Ability to influence engineering leadership on portfolio health and advocate for product features that reduce support friction
Crisis Leadership: Expertise in managing complex, high-priority escalations and restoring customer sentiment during critical outages
Transformation Leadership: Led teams through significant transformation and change with a strong focus on transparency, trust and employee engagements to ensure successful adoption and minimal disruption
Benefits
Medical, dental, vision, life, and disability insurance
401(k) retirement plan
Flexible spending & health savings account
At least 12 paid holidays
Paid time off
Parental leave
Employee assistance program
Other company benefits
Company
Snowflake
Snowflake is a cloud data platform that provides a data warehouse as a service designed for the cloud.
5001-10000 employees
H1B Sponsorship
Snowflake has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (428)
2024 (281)
2023 (154)
2022 (182)
2021 (113)
2020 (98)
Funding
Current Stage
Public CompanyTotal Funding
$2.03BKey Investors
Sequoia CapitalICONIQ GrowthAltimeter Capital
2022-04-19Post Ipo Equity· $621.46M
2020-09-16IPO
2020-02-07Series G· $479M
Leadership Team
Sridhar Ramaswamy
Chief Executive Officer
Benoit Dageville
Snowflake Co-founder, President of Product
Recent News
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Company data provided by crunchbase