Staff Escalation Manager (AI)

Location: Toronto, Ontario, Canada

Salary: CA$136K–CA$186K

Company

Snowflake provides a cloud data platform and is developing AI-native ways of working across its functions.

What you will do

• Own medium- to high-complexity customer cases and account escalations, including highly visible escalations nominated by senior leadership.
• Define strategies for complex escalations, prioritize multiple cases, maintain progress updates, and drive internal alignment before customer commitments.
• Aggregate data from multiple systems and escalation models to identify patterns, accelerate root-cause analysis, and produce management-ready reporting.
• Use and optimize AI-assisted workflows, including prompt strategies and tooling, to improve escalation efficiency and output quality.
• Coordinate cross-functional resources, build action plans, and deliver customer-facing post-mortems and RCAs.
• Improve escalation processes, mentor team members, present the Global Escalation program, and participate as a key interviewer.

Requirements

• Ability to solve non-routine problems where established solutions may not exist.
• Ability to work independently with almost no day-to-day supervision and determine approaches for new issue types.
• Ability to prioritize and manage multiple complex, highly visible escalations while keeping stakeholders informed.
• Strong escalation management, customer advocacy, reporting, analysis, and root-cause analysis skills.
• Ability to influence cross-functional teams, drive consensus, and navigate appropriate internal channels.
• Ability to use AI tools to aggregate multi-source data, identify escalation patterns, and support root-cause analysis.
• Ability to remain effective during challenging situations, handle ambiguity, and make difficult decisions.
• Ability to assess interview candidates accurately and contribute to the hiring process.

Culture & Benefits

• Full-time role in the Global Support department.
• Values include low ego, experimentation, curiosity, proactive support, and continuous improvement.
• Acts as a mentor and role model for junior team members without direct supervisory responsibilities.
• Works with dynamic, fast-moving teams and supports Snowflake's growth and innovation.