← All roles

Staff Escalation Manager

Snowflake Inc.· Global Support
Apply on company site
CA-Ontario-TorontoCA$136k - CA$186kFull-timePosted 2w ago

About the role

Staff Escalation Manager reviews escalation nominations, assesses viability, and translates customer situations into actionable, data-driven plans. Applies strong escalation management, AI-assisted workflows, and cross-functional coordination to resolve highly visible escalations while mentoring others and driving long-term improvements.

Responsibilities

  • Work on non-routine problems that require techniques for which solutions are not always established
  • Work within defined processes and helps determine the appropriate approach for new issue types
  • Work independently with almost no supervision on day-to-day operations
  • Prioritize tasks to manage their escalation queue effectively, rarely requiring input from their managers
  • Serve as a mentor to junior staff on escalation practices; however, has no direct supervisory responsibilities
  • Optimize AI-assisted workflows for escalation management, refining prompt strategies and tooling to improve team efficiency and output quality
  • Own medium to high complexity cases and account escalations that may require a higher technical aptitude
  • Work independently to define strategies for addressing highly complex escalations
  • Leverage data from escalation models to drive and influence action on escalations
  • Use AI tools independently to aggregate multi-source data, identify escalation patterns, and accelerate root-cause analysis, serving as a resource for peers on effective AI usage
  • Suggest improvements to the overall escalation process and methodology
  • Lead escalations for highly visible customers, including those nominated by senior leadership
  • Able to prioritize and manage multiple highly visible escalations, keeping all parties updated on progress regularly
  • Drive internal team alignment in preparation for customer meetings
  • Drive consensus from all necessary internal resources at the appropriate level before making commitments on behalf of Snowflake
  • Expertly navigates the right teams using the appropriate channels to create the action plan
  • Ability to influence resources across cross-functional teams involved in handling the escalation
  • Ability to take a big-picture approach to determine the root cause of escalations to ensure an adequate long-term solution is provided
  • Work independently across the org to create, polish, and send customer-facing post-mortems/RCAs based on the specifics of the escalation
  • Demonstrate strong escalation management practices to address customer issues for the long term
  • Provide guidance and mentorship in quality escalation management to team members
  • Present the Global Escalation program, process, and principles to an internal and external audience
  • Continuously monitor and keep a pulse on the customer's temperature
  • Demonstrate heightened awareness of the overall customer situation, how the customer responds to progress updates, and pivot approach as needed to drive customer satisfaction
  • Proactively help others
  • Develop expertise in others
  • Cool under challenging situations; holds things together in tough times
  • Comfortable with ambiguity and making difficult decisions
  • Embody Snowflake Values, acting as a role model to more junior team members
  • Participate in the hiring process as a key interviewer and demonstrates the ability to assess the skills and potential of interview candidates accurately

Qualifications

  • Not explicitly listed in the provided description

Skills

Required:Escalation managementData-driven analysisAI tooling and workflow optimization

Benefits

  • Not explicitly listed in the provided description
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Snowflake Inc.

The Data Platform Built for Data Teams.

Snowflake powers AI, data engineering, applications, and analytics on a trusted, scalable AI Data Cloud—eliminating silos and accelerating innovation.

AIData CloudData EngineeringAnalyticsApplications & Collaboration
Company profileWebsite

More open roles at Snowflake Inc.