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