Why This Job is Featured on The SaaS Jobs
In the SaaS ecosystem, technical support leadership increasingly sits at the intersection of product reliability, customer experience, and platform adoption. This Head of Global Technical Support role stands out because it treats support as a strategic function for a cloud data platform, with an explicit mandate to modernise operations through “AI-first” approaches such as automation, predictive risk signals, and scaled self-service.
For a long-term SaaS career, the remit offers exposure to the operating mechanics that matter at scale: follow-the-sun coverage, incident and problem management for complex cloud infrastructure, and tight feedback loops into Product and Engineering. The emphasis on telemetry, early-warning systems, and data-driven OKRs aligns with how leading SaaS companies reduce support load while improving retention drivers like time-to-resolution and product quality.
This role is best suited to senior operators who combine deep technical credibility with organisational leadership, and who are comfortable making support a lever for broader platform health. It will appeal to leaders who like translating customer-impacting issues into durable process, tooling, and roadmap changes, and who want to shape how AI is applied in production support journeys rather than treating it as a side initiative.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.
As the Head of Snowflake Technical Support, you will lead a high-performing global organization covering all of Snowflake’s support engineering and operations. You will define and execute a comprehensive strategy aligned with long-term cloud visions to drive product adoption and commercial success. A primary mandate of this role is the "AI-First" revolution of support, leveraging latest generative and predictive capabilities to automate resolution pathways, predict customer risks, and scale innovative customer experiences without linear headcount growth.
MINIMUM QUALIFICATIONS
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 QUALIFICATIONS
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.
KEY RESPONSIBILITIES (AI & STRATEGIC FOCUS)
AI-Driven Scaling: Implement and optimize AI solutions to improve response times, case routing, and self-service adoption.
Predictive Support: Develop internal telemetry and AI-driven "early warning systems" to identify and resolve issues before customers report them.
Global Leadership: Build and mentor a world-class team of support professionals, fostering a culture of technical innovation and customer-centricity.
Incident & Problem Management: Define escalation pathways (Tier 1-3) and SLAs for complex infrastructure incidents, including GPU cluster failures and networking bottlenecks.
Feedback Loops: Deeply partner with Product and Engineering to ensure support data directly influences product quality, reliability, and the long-term technical roadmap.
Operational Rigor: Establish customer-centric OKRs and utilize data-driven decision frameworks for continuous process optimization.
Strategic Vision: Execute a global support strategy that balances outsourcing needs with AI-driven automation and high-touch engineering support.
Customer Leadership: 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. Work hand in hand with Sales, Product and Services to deliver this value.
Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.
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
