Senior Escalation Manager (EM)

📋 Description

• Own end-to-end coordination of critical customer escalations, from triage through resolution and
• Leverage AI tools to surface trends, summarize data, and identify escalation patterns for
• Monitor Snowflake services for disruptions and coordinate with on-call teams and partners as needed.
• Serve as the primary communication hub for all escalation activities to customers and executives.
• Translate complex technical issues into business impact and remediation plans for non-technical
• Develop cross-functional partnerships and drive post-mortems/RCAs with stakeholders.

🎯 Requirements

• BS/MS in CS, MIS, or equivalent
• 5+ years as an Escalation Manager in a Support environment
• 3+ years with at least one major cloud platform (AWS, Azure, GCP)
• 3+ years managing enterprise customer relationships in Technical Support
• AI fluency: able to use AI-assisted workflows to analyze data and draft communications
• Technical competency in SaaS/PaaS/IaaS architectures, data warehouses, and cloud infrastructure