# Manager, Escalation Management

**Company:** [Snowflake](https://hotfix.jobs/companies/snowflake)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $112k – $147k/yr
**Experience:** 6+ years
**Skills:** technical support, service management, escalation management, Root Cause Analysis, customer care, Cross-Functional Collaboration, metrics analysis, Process Improvement, Stakeholder Communication, Project Management
**Posted:** 2026-07-21

> Lead Snowflake's global Escalation Management team to resolve high-impact customer issues 24x7. Requires 6+ years technical support experience including 2+ years supervisory and 3+ years managing escalations/incidents, with strong cross-functional, analytical, and customer-first skills.

## Job Description

## Responsibilities
- Lead global Escalation Management team responsible for responding to, investigating, managing, and resolving high-impact escalations in a 24x7x365 SaaS environment.
- Hire, develop, train, and manage a team of Escalation Managers.
- Navigate and steer difficult situations toward positive outcomes with a diplomatic approach.
- Make data-driven decisions to improve operational quality and efficiency.
- Perform case quality reviews and coach team members to drive improved customer experience.
- Foster relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback.
- Establish working relationships with customer-facing teams (sales, support account management, professional services, etc.).
- Assess processes, technology, and team skill sets to identify gaps, improvements, and opportunities.
- Act as agent of change for new business processes, technology, and transformation.
- Lead by example to cultivate a culture of teamwork and collaboration.
- Manage to organizational and departmental objectives.
- Establish and implement relevant metrics and measures for success.
- Build future-proof processes and automation to enable scale.
- Ensure quality in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts, etc.
- Personally engage and manage escalations for a minimum of 30% of time.
- Promote continuous improvement based on data-driven conversations.
- Leverage metrics to make strategic decisions.
- Deliver scheduled updates to internal and external stakeholders, including C-level individuals.

## Requirements
- B.S. or M.S. degree in CS, MIS or equivalent discipline.
- 6+ years of technical support and service management experience.
- 2+ years in a supervisory role.
- 3+ years of experience in a customer-facing role managing either escalations or incidents.
- Experience managing Enterprise support in a large and complex web-based service and technology environment.
- Customer-first mindset with ability to provide exceptional internal and external customer care.
- Proven capability of delivering on departmental goals and key metrics.
- Experience facilitating solution-building across cross-functional teams and driving projects to achieve shared goals.
- Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers.
- Reputation for trustworthiness, fairness, dependability, and high ethical standards.
- Strong analytical and problem-solving skills.
- Strong technical aptitude and excellent communication and negotiation skills (oral and written).
- Ability to adapt, be flexible, and learn quickly in a dynamic environment.
- Excellent teaming skills and ability to work with virtual and global cross-functional teams.

## Nice-to-Haves
- Experience creating detailed proactive and reactive business models, analyses, and processes.
- Thorough understanding of processes that drive consistent Escalation Management results and business impacts related to technical issues.

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