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Added 2 mins ago
T
.NET/C# Engineer, TD Securities
TD
Toronto, ON
- Full-time
…"just in time" basis. A strong emphasis is placed on software engineering skills. Our team is made up of dynamic and strong technical leads, developers, and BSA's who build and maintain…
Added 18 mins ago
Senior Product Manager
AutoScout24
Toronto, ON
We’re looking for a Senior Product Manager to drive key initiatives within our fintech domain. Reporting into the Product Director, you will own the strategy, roadmap, execution, and…
Added 2 hours ago
A
Customer Success Manager
Amadeus
Ottawa, ON
- Full-time
As a Customer Success Manager (CSM), you will own the post-sales customer lifecycle for a portfolio of airline customers. You will be responsible for driving solution adoption, customer…
Added 3 hours ago
K
Senior Technical Solutions Analyst - Maximo
Keyera
Calgary, AB
- Full-time
Reporting to the Manager, Enterprise Technology Delivery, this role is responsible for ensuring the technical health, stability, and continuous improvement of enterprise technology…
Added 10 hours ago
V
Senior Director, Issuing Solutions Sales, Canada
Visa
Toronto, ON
- Full-time
Lead complex, multi-stakeholder sales pursuits across product, consulting, pricing, finance, legal, risk, operations, client success, and sales engineering teams.
Added 11 hours ago
Senior Civil Engineer
GHD Group Pty Ltd
Vancouver, BC
Product and Solution Development: Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.
Added 11 hours ago
Account Manager
Amrize
AB · Calgary, AB
Join Amrize as a Account Manager and help construct what's next. If you're ready to put your skills to work on projects that matter - and build a career with a company that’s building North…
Added 11 hours ago
R
Procurement Manager (Contract)
RTX
Calgary, AB
- Full-time
Interface with Integrated Product Teams to understand technical challenges and provide solution options for "buy" technologies.
Added 11 hours ago
Barge Engineer
Cermaq Canada Ltd
Campbell River, BC · Courtenay, BC · BC
…salt water to plate to ensure maintenance of a high-quality product through the activities of the…
Added 12 hours ago
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Product Marketing Specialist (FlexSim & Fusion Ops)
Autodesk
Montreal, QC
- Full-time
The Product Marketing Specialist, part of Autodesk Operations Solutions, will help define product positioning, naming, messaging, and audience insights for FlexSim and Fusion Operations,…
Added 12 hours ago
TT
HVAC Services Account Manager
Trane Technologies
Winnipeg, MB
- Full-time
Trane Technologies is hiring a Services Account Manager in Winnipeg, MB. As a Services Account Manager, you will join Trane's best-in-class Commercial HVAC team. This is an exciting…
Added 12 hours ago
ED
Senior Data Platform Administrator - EN 533
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $96,557 to $128,743 CAD / year
- Full-time
Reporting to the Manager - Data Management Platforms, the Senior Data Platform Administrator plays a critical role in shaping the technical direction of EDC's data ecosystem while also…
Added 14 hours ago
ED
Senior Data Platform Administrator - EN 533
Export Development Canada | Exportation et développement Canada
Remote, Canada
- Full-time
- Remote
Reporting to the Manager - Data Management Platforms, the Senior Data Platform Administrator plays a critical role in shaping the technical direction of EDC’s data ecosystem while also…
Added 15 hours ago
ZT
Applications Engineer Senior
Zebra Technologies
Montreal, QC
- Full-time
Collaborate with sales, engineering, and product management teams to communicate resolution
Added 15 hours ago
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Analyste principal(e), Optimisation d'inventaire et transformation numérique / Senior Analyst, Inventory Optimization & Digitalization Enablement
McKesson
Montreal, QC
- Full-time
Added 15 hours ago
TH
Senior Integration Developer -C Business Intel
Trillium Health Partners
Mississauga, ON
- Full-time
…Director of Business Intelligence and Data Governance and the Manager of Cogito and Business Intelligence (BI). The individual will be responsible to advise, direct and develop BI Solutions…
Added 15 hours ago
W
Quality Continuous Improvement Manager
Wonderbrands
Mississauga, ON
- Other
This role reports directly to the VP, Business Transformation and dotted line the Bakery Manager, fostering strong collaboration with key stakeholders across various departments, including…
Added 15 hours ago
RS
Project Manager
Radiant Systems Solutions, Inc
Montreal, QC
- Contract
Experience with engineering- or manufacturing-related systems, including PLM, CAD/CAE, ECM, MES, or ERP.
Added 16 hours ago
SE
Field Service Technician
Schneider Electric
Calgary, AB
- $75,200 to $112,800 CAD / year
- Full-time
Troubleshoot system failures and providing on site repairs in an effective manner, consulting with product support and engineering personnel to determine solutions to unusual problems in…
Added 16 hours ago
Developer - Intermediate
Insurance Corporation of British Columbia
North Vancouver, BC
…customer-facing digital services, while growing your involvement in solution design and technical…
Added 16 hours ago
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Performance Engineering Lead
TD
Toronto, ON
- Full-time
This role offers you the opportunity to apply your domain knowledge to new product requests and collaborate with other architects inside and outside the company. The ideal candidate will be…
Added 16 hours ago
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Technical Support Engineer 3
Adobe
Ottawa, ON
- Full-time
Liaise with engineering/product management to ensure customers’ desires for future product development are heard
Added 17 hours ago
M
Senior Product Manager
Maple
Toronto, ON
- Full-time
As we continue to scale the delivery of care to Maple members, we’re looking for a Senior Product Manager to lead Maple’s provider experience - the product engine, supply-side tools, and…
Added 18 hours ago
CC
Information Technology Application Analyst
Canada Cartage
Calgary, AB
- Full-time
Reporting to the Manager, Warehouse Systems, Information Technology, the individual in this position will reside at one of our main hubs within Calgary who will play a key role in…
Added 18 hours ago
FC
Strategic Account Manager
Fidelity Canada
Mississauga, ON · Toronto, ON
- Full-time
…U.S.-based firms. Fidelity Clearing Canada’s core values for solution delivery are centered around transparency, leadership, and…

Snowflake

Manager, Escalation Management

Toronto, ON, Canada

$136,000 to $186,000 CAD / year · Full-time

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Job details

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

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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