Snowflake2 дня назад
Senior Escalation Manager (EM)
Зарплата не указана
РЫНОК
15 167 ₽медиана по профессии
Cloud Engineer · 5 вакансий с указанной зарплатой
6 283половина предложений: 13 358–15 250150 000
Работодатель не указал зарплату — сравните с рынком сами.
Полная занятостьУдалёнка
Обязанности
- 01Own 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
- 02Independently 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
- 03Monitor Snowflake services for disruptions and engage on-call engineers, Sales, Professional Services, Support, and Engineering as needed
- 04Serve as the primary communication hub for all active escalation activities, delivering clear, timely updates to customers, executives, C-level stakeholders, and internal stakeholders
- 05Translate complex technical issues into business impact, risks, and remediation plans accessible to non-technical audiences
- 06Proactively review customer health trends and interpret proactive escalation models, indicators, and data points to identify and address issues before they escalate
- 07Develop and maintain strong cross-functional partnerships across Sales, Engineering, Product, and Support
- 08Coordinate and drive completion of customer-facing post-mortems/RCAs based on escalation specifics
- 09Present the escalation program, processes, and principles to internal teams
- 10Mentor and provide direction to new and junior team members in escalation practices and methodologies
- 11Maintain and update customer-facing cloud services communications
- 12Participate in weekend on-call rotation
- 13Work nightshift between 9pm ~ 6pm JST
Требования
- 01BS/MS in CS, MIS, or equivalent
- 025+ years as an Escalation Manager in a Support environment with a proven track record
- 033+ years with at least one major cloud platform (AWS, Azure, GCP)
- 043+ years managing enterprise customer relationships in Technical Support or Support Delivery
- 05AI 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
- 06Technical competency in SaaS/PaaS/IaaS architectures, data warehouse environments, and cloud infrastructure
- 07ITIL v3/v4 certification or equivalent in-depth framework knowledge
- 08Expertise in CRM (Salesforce preferred) and productivity tools (GSuite/Microsoft Office)
- 09Exceptional written/verbal communication and executive-level summarization skills. Including ability to communicate critical issue status to C-level individuals
- 10High EQ, empathy, and ability to advocate for both customers and internal teams effectively straddling between customer advocate and Snowflake spokesperson in highly escalated cases
- 11Strong judgment in escalation management and timely decision-making from both business and technical perspectives
- 12Demonstrated ability to view problems holistically from multiple viewpoints and create action plans satisfying all stakeholders
- 13Ability to work effectively across global, virtual, cross-functional teams
Условия
- 01Participate in weekend on-call rotation
- 02Work nightshift between 9pm ~ 6pm JST