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Added 8 mins ago
SS
Accountant, Operations Finance
Sienna Senior Living
Markham, ON
- Full-time
What You’ll Be Doing: Reporting to the Manager, Operations Finance, the Accountant, Operations Finance is responsible for preparing monthly financial statements and other business units,…
Added 8 mins ago
MC
Business Transformation Project Manager
Menasha Corporation
Brampton, ON · MPC Brampton Omnihub Plant
- Full-time
The Project Manager, Business Transformation supports the delivery of enterprise business transformation initiatives within the Business Transformation team’s Enterprise Project Management…
Added 8 mins ago
C&
Assistant Facilities Manager
Cushman & Wakefield
Toronto, ON
- Full-time
Under the strategic direction of the Facilities Manager, the Assistant Facilities Manager plays a pivotal role in ensuring the seamless operation of a designated facility, portfolio of…
Added 38 mins ago
TH
PRO Account Sales Associate: Full Time - ABBOTSFORD
The Home Depot Canada
Abbotsford, BC
- Full-time
Delivers sales presentations to potential customers outside of store (e.g., work site visits, meetings) only at the discretion of the Supervisor.
Added 38 mins ago
AH
Assistant Head Nurse - Patient Care Coordinator
Alberta Health Services
Wetaskiwin, AB
- Part-time
Reporting to the Director of the Wetaskiwin Hospital the Patient Care Coordinator will provide overall site support at the Hospital during off hours and weekends including but not limited…
Added 38 mins ago
AH
Registered Nurse
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
The Registered Nurse (RN) on Unit 4E4 reports to the Unit Manager, Pediatric Medicine. Unit 4E4 is a 25-bed pediatric inpatient unit that provides care for patients from infancy to 18 years…
Added 38 mins ago
AH
Unit Clerk - Urgent Care
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…receive safe, complete, and uninterrupted care. Reporting to the Manager, you will play a vital role within a dynamic multidisciplinary team, helping keep the clinic running seamlessly…
Added 38 mins ago
AH
Unit Clerk
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…receive safe, complete, and uninterrupted care. Reporting to the Manager, you will play a vital role within a dynamic multidisciplinary team, helping keep the clinic running seamlessly…
Added 38 mins ago
AH
Registered Nurse - Continuing Care
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…Registered Nurse. As a RN for CHC, you will act as both a Case Manager (CM) and a direct care provider, using a family-centered approach to practice, coaching, assessing, organizing, and…
Added 38 mins ago
AH
Registered Nurse
Alberta Health Services
Fort Saskatchewan, AB
- Part-time
…areas of the Emergency Department at the discretion of the unit manager/charge nurse. To be successful in this role, you will bring good prioritization and assessment skills, strong…
Added 38 mins ago
AH
Registered Nurse
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
The Registered Nurse (RN) on Unit 4E4 reports to the Unit Manager, Pediatric Medicine. Unit 4E4 is a 25-bed pediatric inpatient unit that provides care for patients from infancy to 18 years…
Added 38 mins ago
AH
Unit Clerk
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Temporary
Reporting to the Unit Manager for Pediatric Ambulatory Care, this position is a frontline position that provides administrative support for the Stollery Child Health Ambulatory clinic…
Added 38 mins ago
AH
Registered Nurse
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Temporary
…our staff. The Registered Nurse (RN) will report to the Unit Manager and as such will be an integral member of Stollery's multidisciplinary team. The RN will be trained to support other…
Added 38 mins ago
AH
Registered Nurse - Continuing Care
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
…Registered Nurse. As a RN for CHC, you will act as both a Case Manager (CM) and a direct care provider, using a family-centered approach to practice, coaching, assessing, organizing, and…
Added 38 mins ago
AH
Physiotherapist I
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Temporary
…50 km east of Calgary. Reporting to the Rural Allied Health Manager (Adults) the Physiotherapist will work with our existing rehabilitation team to provide integrated rehabilitation…
Added 38 mins ago
AH
Senior Project Manager
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
The Senior Project Managers is a senior professional reporting directly to FMC Site Executive Director. The Senior Project Manager is responsible for leading, coordinating, and delivering…
Added 38 mins ago
AH
Senior Advisor
Alberta Health Services
Calgary, AB
- Full-time
Reporting to the Program Manager, Accreditation, the Senior Advisor – Accreditation, provides provincial leadership, consultation, and strategic expertise to support the achievement and…
Added 38 mins ago
B
Live-in Resident Manager
Boardwalk
Victoria, BC
- Full-time
Applicant must love people, be versatile, hands-on with cleaning and maintenance tasks and take ownership of the site
Added 38 mins ago
AH
Fleet Coordinator
Alberta Health Services
Medicine Hat, AB
- Temporary
…Hat Regional Hospital Location Details: As Per Location Multi-Site: Not Applicable FTE: 1.00 Posting End Date: 13-OCT-2026 Temporary Employee Class: Temp F/T Benefits Date Available:…
Added 38 mins ago
AH
Registered Nurse
Alberta Health Services
Red Deer, AB
- Temporary
…Bremner Ave Comm Hlth Location Details: As Per Location Multi-Site: At (UNA only) FTE: 1.00 Posting End Date: 13-OCT-2026 Temporary Employee Class: Temp F/T Benefits Date Available:…
Added 38 mins ago
AH
Licensed Practical Nurse - Renal Dialysis
Alberta Health Services
Rocky Mountain House, AB
- Part-time
…Rocky Mountain House HC Location Details: As Per Location Multi-Site: Not Applicable FTE: 0.71 Posting End Date: 13-OCT-2026 Employee Class: Regular Part Time Date Available: 02-NOV-2026…
Added 39 mins ago
Sales Catering Manager Mat Leave 12 month contract
Coast Hotels
Calgary, AB
We are looking for a Sales Catering Manager to fill a 12 month maternity leave role who will contribute to the overall success of Coast Calgary University Area Hotel by APA by providing…
Added 39 mins ago
Full - Time Supervisor
JD Sports / Livestock / Size?
Montreal, QC
Support key initiatives as empowered by and in partnership with the Store Manager.
Added 39 mins ago
OO
Managing Director - Private Pension Plans
Office of the Superintendent of Financial Institutions Canada
Toronto, ON
- Full-time
(1*) At the manager’s discretion, OSFI may consider candidates who do not possess the stated education but meet the combination of experience and education or training if concrete examples…
Added 53 mins ago
MG
Accounting Manager
Mikisew Group
Enoch, AB
- Full-time
Since 1991, Mikisew Group has been a leading oil sands partner specializing in site services, maintenance, logistics and construction. We foster the responsible development of our land’s…

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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