Staff Escalation Manager (Cloud)

TL;DR

Staff Escalation Manager (Cloud): Managing the resolution of complex, critical customer issues and major service interruptions with an accent on cross-functional collaboration between Engineering, Product, and Sales. Focus on developing "Get Well Plans", analyzing customer health trends, and mentoring junior staff to ensure high-quality service for enterprise clients.

Location: Toronto, Canada

Salary: $140,000 – $183,700

Company

Snowflake is a cloud-native data platform powering the era of the agentic enterprise through AI-driven data solutions.

What you will do

• Coordinate efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events.
• Collaborate with on-call engineers, Sales, Professional Services, and Product Management to resolve blockers and mitigate risks.
• Manage customer-facing communications and execute "Get Well Plans" to return customer environments to a stable state.
• Analyze customer health trends to proactively identify and resolve issues before they escalate.
• Serve as a mentor to junior staff on escalation practices and support delivery.
• Communicate critical issue statuses effectively to executive staff and key stakeholders.

Requirements

• B.S. or M.S. degree in Computer Science, MIS, or equivalent professional experience.
• 8+ years of experience as an Escalation Manager in a Support environment.
• 8+ years of experience working with AWS, Azure, GCP, or private cloud environments.
• 5+ years of experience managing enterprise customer relationships in Technical Support or Business Operations.
• ITIL certification v3/v4 or in-depth understanding of the ITIL framework.
• Location: Must be based in Toronto, Canada.

Culture & Benefits

• AI-native environment that treats AI as a collaborator to accelerate impact.
• Experimental mindset focusing on rapid testing of emerging capabilities.
• Culture driven by core values: putting customers first, integrity, and ownership.
• Opportunity to work within a high-performing, global cross-functional team.