Staff Escalation Manager

About this role

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.

STAFF ESCALATION MANAGER

Our Staff Escalation Manager reviews automatic and manual escalation nominations and can quickly assess the viability of the escalation request. They can strike the proper balance between serving customers' needs and being Snowflake ambassadors. They assemble multiple data points from different systems to create an overall picture of the customer’s current situation.

A Staff Escalation Manager relies heavily on reporting and analysis to translate the overall customer situation into a consumable view for management.

Your 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