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Added 11 mins ago
Salesforce Administrator
Doctors of BC
Vancouver, BC · BC
Full-time
Reporting to the Manager, CRM & Digital Intake Platforms, the Salesforce Administrator is responsible for the day-to-day administration, configuration, enhancement, and support of the…
Added 11 mins ago
Community Care Assistant (Community Health Worker)
Vancouver Coastal Health
Powell River, BC
$29.76 to $31.64 CAD / hour
Part-time
…direction works under the direction of the Supervisor/Coordinator/Manager or delegate to provide home support services to clients. Assists clients with varied levels of care, observes, and…
Added 11 mins ago
Staff Product Manager
Klue
Remote, Canada
$185,000 to $235,000 CAD / year
Full-time · Remote
Decisive with incomplete information. You make the call, move, and change course fast when the evidence says to.
Added 11 mins ago
PwC Private Cross Border, Senior Manager
Pwc Canada
Toronto, ON
Full-time
As a PwC Private Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex issues from strategy to execution. PwC Professional skills and responsibilities…
Added 25 mins ago
Manager, Technology Strategy Consulting
Accenture
Calgary, AB
Full-time
Technology Strategy, and we design and execute industry-relevant reinventions that allow organizations to realize exceptional business value from technology. Our vision is to become the…
Added 25 mins ago
Bilingual Lease Analyst (FR/ENG)
BGIS
Toronto, ON
Full-time
The Lease Analyst, in conjunction with our RealLease technology platform, supports our clients nationwide in effectively and efficiently managing their leased portfolios. From abstracting…
Added 25 mins ago
Identity & Access Management (IAM) - Bilingual
Alquemy Search & Consulting
Ottawa, ON
$90,000 to $134,000 CAD / year
Full-time
Education: University degree in Computer Science, Information Technology, or a related field (or an equivalent combination of education and experience).
Added 25 mins ago
Operations Support Analyst, eHealth -Internal Only
First Nations Health Authority
Vancouver, BC · Metro Vancouver A, BC
Full-time
Reporting to the Operations Manager, eHealth, the Operation Support Analyst provides support to FNHA eHealth for maintaining the FNHA Supported EMR and Telehealth network to an expanding…
Added 25 mins ago
Tenant Services Coordinator
BGIS
Toronto, ON
Full-time
…drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East,…
Added 25 mins ago
Geotechnical Project Manager
Pinchin Canada
Toronto, ON
$80,000 to $100,000 CAD / year
Full-time
As part of our recruitment process, we use AI technology to support a fair and consistent evaluation of all applicants.
Added 26 mins ago
Mobile Maintenance Technician
Century Group
Delta, BC
● Ability to comprehend and interpret data, information and documents and ability to use technology tools and relevant software
Added 40 mins ago
PwC Private Cross Border, Senior Manager
PwC
Toronto, ON
Full-time
As a PwC Private Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex issues from strategy to execution. PwC Professional skills and responsibilities…
Added 40 mins ago
Deals Contracts & Closing Mechanism Manager
PwC
Toronto, ON
Full-time
At PwC, our people in deals focus on providing strategic advice and support to clients in areas such as mergers and acquisitions, divestitures, and restructuring. They help clients navigate…
Added 54 mins ago
office manager
Galaxy Granite
Calgary, AB
Full-time
Added 54 mins ago
Health, Safety, Environmental & Training (HSET) Superintendent
Barminco
Dease Lake 9, BC
Full-time
Proficiency in leveraging HSET data, reporting systems, and technology to support data-driven decision-making, organizational learning, feedback loops, and continuous improvement.
Added 54 mins ago
Accounting Coordinator
LoKnow
Canada
Full-time
…and bank reconciliations. Reporting to the LoKnow Accounting Manager, this is a great entry point into a growing finance team, with real opportunity to grow as LoKnow…
Added 54 mins ago
Community Care Assistant (Community Health Worker)
Vancouver Coastal Health
Powell River, BC
Full-time
…direction works under the direction of the Supervisor/Coordinator/Manager or delegate to provide home support services to clients. Assists clients with varied levels of care, observes, and…
Added 54 mins ago
Community Care Assistant (Community Health Worker)
Vancouver Coastal Health
Powell River, BC
Full-time
…direction works under the direction of the Supervisor/Coordinator/Manager or delegate to provide home support services to clients. Assists clients with varied levels of care, observes, and…
Added 54 mins ago
Project Manager, Sales Enablement & Executive Customer Engagement
Husky Technologies
Bolton, ON
Full-time
The Project Manager, Sales Enablement and Executive Customer Communications will own and lead the development of executive-facing sales enablement content and systems that support…
Added 54 mins ago
CA DC Support, Pick Pack
Henry Schein Canada
Niagara-on-the-Lake, ON
Full-time
Our 900+ Team Schein Members In Canada Work Together To Support Dental And Medical Practitioners, Practices And Businesses Providing Supplies, Equipment, Service, And Digital Technology…
Added 54 mins ago
CA DC Support, Pick Pack
Henry Schein Canada
Niagara-on-the-Lake, ON
Full-time
Our 900+ Team Schein Members In Canada Work Together To Support Dental And Medical Practitioners, Practices And Businesses Providing Supplies, Equipment, Service, And Digital Technology…
Added 54 mins ago
Business Development Manager
Visavie
Ottawa, ON
Full-time
…company, is looking for an experienced Business Development Manager to strengthen our regional presence in Ottawa, as well as broaden our partner ecosystem, and make a lasting impact on…
Added 56 mins ago
Architecte d’infrastructure avant la vente, surveillance des patients en milieu hospitalier (Est du Canada et Québec)/Pre-Sales Infrastructure Architect, Hospital Patient Monitoring (Eastern Canada & Quebec)
Philips
Montreal, QC · Quebec, QC
Full-time
…et les changements dans l’industrie et fournir un retour d’information efficace aux organisations de vente et de marketing, y compris des suggestions pour élargir l’offre de…
Added 56 mins ago
Portfolio Administrator
Scotiabank
Toronto, ON
To provide administrative and related support to the centralized portfolio management function of Scotia Private Investment Counsel. The position has an emphasis on trading support which…
Added 56 mins ago
Senior Manager, Maintenance
CONA Services
Brampton, ON
…utilities management, maintenance planning, capital execution support, and continuous improvement initiatives.The Senior Maintenance Manager drives a proactive maintenance culture focused…

Snowflake

Manager, Escalation Management

Toronto, ON, Canada

Pay: $136,000 to $186,000 CAD / year
Job type: Full-time
Posting language: English
Posted: Oct 1, 2026

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Original job description

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.

Manager, Escalation Management

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning and building connections.

Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Manager to lead our Escalation Management Team.

As a Manager of Escalation Management, you will help our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need. You possess an excellent track record of leading high-performance teams in multiple aspects, extensive experience in the areas of Technical Support and Support Escalations, and the proper skills to create operational, tactical and strategic goals for the Escalations organization. You have broad experience creating detailed proactive and reactive business models, analyses and processes all of which have fueled your past success. A thorough understanding of the processes that drive consistent Escalation Management results and the business impacts related to technical issues is a must.

You will:

Have global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
- This includes hiring, development, training, and skills management for a team of Escalation Managers
Possess a positive attitude and outlook and take a diplomatic approach to all situations.
Navigate and steer difficult situations toward positive outcomes
Make data-driven decisions to improve operational quality and efficiency.
Perform case quality reviews and coach team members toward driving improved customer experience
Foster and grow relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback
Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)
Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
Be the agent of change for new business processes, technology, and transformation
Lead by example to cultivate and maintain a culture built on teamwork and collaboration
Manage to the organizational and departmental objectives
Establish and implement relevant metrics and measures for success
Build future-proof processes and automation to enable scale across teams and products
Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.
Responsible for engaging and managing escalations to a minimum of 30% of their time.
Promote continuous improvement based on data-driven conversations
Leverage metrics to make strategic decisions, concentrating on results
Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Our Ideal Manager of Global Escalation Management will have:

B.S. or M.S degree in CS, MIS or equivalent discipline
6+ years of technical support and service management experience; 2+ years in a supervisory role is required
3+ years of experience in a customer-facing role managing either escalations or incidents.
Experience managing Enterprise support in a large and complex environment in a web-based service and technology
A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
Proven capability of delivering on departmental goals and key metrics
Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal
Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
Strong analytical and problem-solving skills
Strong technical aptitude and excellent communication and negotiation skills, both oral and written
Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
Excellent teaming skills and the ability to work with virtual and global cross-functional teams

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

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More about this job

Responsibilities

Lead and grow a global team responsible for managing high-impact technical escalations in a 24x7x365 SaaS environment. Drive operational excellence through data-driven decision-making, process improvement, and cross-functional collaboration with product and engineering teams.

Requirements

Requires a B.S. or M.S. degree in CS, MIS, or an equivalent discipline with at least 6 years of technical support experience. Candidates must have 2+ years in a supervisory role and 3+ years of experience managing escalations or incidents in a complex enterprise environment.

Skills

Escalation Management
Technical Support
Team Leadership
SaaS
Data-driven Decision Making
Customer Experience
Root Cause Analysis
Strategic Planning
Operational Efficiency
Cross-functional Collaboration
Stakeholder Management
Problem Solving
Communication
Negotiation
Process Improvement
Automation

Visa sponsorship

Not detected in the job text

Keywords

Escalation Management
Technical Support
SaaS
Root Cause Analysis
Customer Success
Data-driven
Leadership
Enterprise Support
Incident Management
Process Improvement
Automation
Cross-functional Teams
Stakeholder Management
Strategic Planning
Operational Quality
Service Management
Product Readiness
Performance Metrics
Coaching
Team Development
Technical Aptitude
Analytical Skills
Negotiation
Communication
Collaboration
Snowflake
Agentic Enterprise
AI-native
Business Models
Customer Care

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