Principal Technical Program Manager, Support Systems

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. 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 Customer Experience Engineering Team is expanding We are looking for Technical Program Managers who like planning and managing support’s customer facing systems that enable Snowflake to provide a world class customer experience. This Senior Technical Program Manager role reports into the Director, Customer Experience Engineering and will be responsible to plan, manage, and define a vision for Snowflake Support Troubleshooting systems and/or Operations tools. These systems will enable Snowflake support engineers to troubleshoot customer issues efficiently and the support organizations to adopt best practices to improve customer experience and case quality. This role will play a pivotal part in the overall Support strategy by contributing to higher customer satisfaction and enabling Snowflake Support to operate more efficiently in the process. AS A PRINCIPAL TECHNICAL PROGRAM MANAGER- SUPPORT SYSTEMS, YOU WILL: Lead within the Support Customer Experience Engineering team to drive and manage key strategic programs that ensure Snowflake Support can proactively guide support engineers to troubleshoot customer issues efficiently and the support organizations to adopt best practices to improve customer experience and case quality. Create and drive a long-term vision for scalable support solutions that enhance customer experience and improve efficiency across the Snowflake Support organization. Collaborate with stakeholders to define requirements, establish clear goals, and apply strong project management discipline to deliver measurable business outcomes. Partner with software engineering teams to prioritize, track, and enable technical developments that support the organization’s strategic initiatives. Communicate project status, risks, and dependencies effectively to internal and cross-functional stakeholders, providing structured updates and presenting progress to all levels of the organization. Responsible for building and maintaining strong relationships within Support as well as with cross functional teams including Product, Documentation, Engineering, and Professional Services to identify and drive functionality in the Proactive Support Systems space. Partner with Cloud Support Engineers to develop requirements for proactive solutions that will improve customer’s experience. Partner with Support Enablement teams to develop and execute on release plans that ensures delivery of training and knowledge transfer to Cloud Support Engineers. Review, prioritize, and track progress of new feature requests and maintain a visible roadmap. Monitor post-launch impact to assess effectiveness of proactive systems and satisfaction with Support’s proactive experience. Apply knowledge of technical support, data analytics, processes and systems, and quality improvement to support overall customer experience. Facilitate and drive meetings with all stakeholders. Actively participate with business units to provide an overview of the customer experience in the Proactive Support Systems space. OUR IDEAL CANDIDATE WILL HAVE: Minimum of a bachelor's degree in computer science or business or equivalent work experience. 7+ years of direct customer support and/or release readiness experience preferably in SaaS, PaaS, and IaaS environments. 7+ years experience in technical program management and project management. Able to own and drive key projects to completion and deliver business outcomes. Outstanding problem-solver, negotiator, diversity advocate, and relationship-builder. Strong technical background; able to grasp and convey highly technical subject matter. Excellent presentation and communications skills, both written and verbal, in a global environment. Excellent time management skills with the ability to coordinate and prioritize effectively. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. 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. Understanding of Data Cloud fundamentals and concepts. Excellent team player, able to work with virtual and global cross-functional teams. Able to work in a dynamic, ever changing environment with a sense of urgency. 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.