Senior Escalation Manager (AI)

Location: Remote in Japan. Participation in a weekend on-call rotation and a night shift between 9pm and 6pm JST are required.

Company

Snowflake provides cloud-based data platforms and services for enterprise customers.

What you will do

• Own critical customer escalations from triage through resolution and execution of account-level get-well plans.
• Coordinate Support, Engineering, Sales, Professional Services, and on-call teams during service disruptions and incidents.
• Use AI tools and customer health data to identify risks, analyze trends, accelerate root-cause analysis, and prepare escalation summaries.
• Communicate status, business impact, risks, and remediation plans to customers, executives, and C-level stakeholders.
• Drive customer-facing post-mortems and root-cause analyses, while maintaining cloud service communications.
• Present escalation practices and mentor junior team members.

Requirements

• 5+ years of experience as an Escalation Manager in a Support environment.
• 3+ years of experience with at least one major cloud platform: AWS, Azure, or GCP.
• 3+ years managing enterprise customer relationships in Technical Support or Support Delivery.
• Strong AI fluency, including AI-assisted data analysis, trend detection, communication drafting, and critical validation of outputs.
• Technical knowledge of SaaS, PaaS, and IaaS architectures, data warehouses, and cloud infrastructure.
• BS/MS in Computer Science, MIS, or equivalent; ITIL v3/v4 certification or equivalent knowledge, plus strong executive communication and judgment.

Nice to have

• Experience with AI-powered support tooling or workflow automation.
• Familiarity with Snowflake or modern data platform architectures.
• Experience with incident management platforms, on-call tooling, or cross-functional program presentations.

Culture & Benefits

• AI-first, experimental approach to improving workflows and delivering results.
• Work with global, virtual, and cross-functional teams.
• Opportunity to influence escalation programs and customer support practices.
• Remote work arrangement in Japan with weekend on-call participation.