Why This Job is Featured on The SaaS Jobs
In the SaaS ecosystem, escalation management sits at the intersection of cloud reliability, enterprise customer expectations, and cross functional execution. A Staff Escalation Manager role at a large data platform company is notable because it operates close to the moments that most shape retention and expansion: service interruptions, complex technical blockers, and high visibility customer communications. The remit naturally spans multiple cloud environments and requires fluency in translating technical conditions into business impact.
For a long term SaaS career, this kind of work builds durable operating skills that carry across support, customer success operations, and service management. It develops judgement around prioritisation, incident rhythm, and stakeholder alignment, while grounding decisions in metrics and customer health signals. The role also strengthens the craft of executive level written and verbal updates, a differentiator in enterprise SaaS where outcomes depend on clarity as much as technical depth.
This position tends to suit professionals who prefer ownership of ambiguous, multi thread problems and who are comfortable coordinating across Support, Engineering, Sales, and Services without direct authority. It aligns with someone at a senior stage who enjoys structured process, calm decision making under pressure, and mentoring others on escalation practices within a cloud centric product environment.
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
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.
Build the future of the AI Data Cloud. Join the Snowflake team.
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.
Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.
Snowflake’s Support team is expanding! We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need.
As a Staff Escalation Manager, you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical decisions toward resolving escalations. You possess a positive attitude and outlook and work with high integrity, accountability, attention to detail, planning expertise, and execution. A thorough understanding of business impacts related to technical issues as well as customer sentiment, is a must.
You Will:
Work independently coordinating efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events
Effectively prioritize all related escalation tasks independently
Collaborate with Snowflake on-call engineers, and monitor online activity data for multiple Snowflake Services to identify Service disruptions
Coordinate and engage with other teams such as Sales, Professional Services, Support, and Engineering to effectively resolve escalated situations
Develop strong partnerships internally with Sales, Services, Support, and Engineering
Work with a global mindset as part of a team of Escalation Managers
Serve as a mentor to junior staff on escalation practices
Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress
Demonstrate strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives
Effectively advocate for required solutions to provide the best customer experience
Understand both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process
Understand proactive and reactive data points to develop a plan of action for our customers
Manage customer-facing communications for Escalations as well as the development and execution of a “Get Well Plan”, understanding all aspects of the situation and developing a clear scope and get well plan
Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation
Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
Utilize your contextual interpretation and writing skills to summarize pages of information into concise and readable paragraphs effectively
Understand and translate complex technical information and issues into business cases, impacts, and risks that the customer can easily interpret
Have excellent abilities in office applications (Gsuite preferred) for documents, spreadsheets, and presentations
Meet deliverable timelines based on pre-scheduled activities and events, such as customer, team, and executive updates
Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns
Participate in weekend on-call rotation
Review & analyze Customer health trends to proactively identify and resolve issues, preventing customer escalations
Coordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the account escalation
Customer champion, a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with Snowflake, resulting in the continued growth of the account
Our Ideal Staff Escalation Manager will have:
B.S. or M.S degree in CS, MIS, or equivalent discipline/work experience
8+ years of working as an Escalation Manager in a Support environment with related experience with a proven track record of delivering business value and improvement
8+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
5+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations
Excellent verbal, written, communication, and active & receptive listening skills
Incredibly high levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and customers
The ability to adapt, take initiative, be flexible, and learn quickly in a dynamic environment
Excellent teaming skills, able to work with virtual and global cross-functional teams
ITIL certification v3/v4 or an in-depth understanding of the ITIL framework
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?
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
