• Provide hands-on support for customer needs following deployment • Deep understanding of the customer's product integration architecture and workloads • Design, review, and execute use cases with customer context • Provide guidance on how to resolve customer-specific technical challenges • Collaborate with Product Management, Engineering, and Marketing to improve Snowflake’s offerings • Monitor, review and provide actionable support for query performance optimization • Analyze warehouse configuration for cost optimization opportunities • Own release readiness for priority support customers • Drive issue resolution and high case quality • Establish regular touchpoints with customers • Be available on-call as needed for customer success

• Lead and manage a team of Technical Support Agents (chat & email).• Monitor team performance and provide regular feedback, coaching, and mentoring.• Ensure high-quality customer interactions with clear and accurate communication.• Handle customer escalations and resolve complex technical issues.• Ensure adherence to SLAs, response time, and resolution targets.• Manage and prioritize team workload and support queues effectively.• Assist team members in troubleshooting and resolving customer issues.• Collaborate with cross-functional teams for issue resolution.• Conduct quality audits and ensure compliance with SOPs.• Identify process gaps and drive continuous improvement initiatives.• Track key performance metrics (CSAT, productivity, SLA adherence).• Prepare and share performance reports with management.

Role Description - Lead and manage a team of Technical Support Agents (chat & email). - Monitor team performance and provide regular feedback, coaching, and mentoring. - Ensure high-quality customer interactions with clear and accurate communication. - Handle customer escalations and resolve complex technical issues. - Ensure adherence to SLAs, response time, and resolution targets. - Manage and prioritize team workload and support queues effectively. - Assist team members in troubleshooting and resolving customer issues. - Collaborate with cross-functional teams for issue resolution. - Conduct quality audits and ensure compliance with SOPs. - Identify process gaps and drive continuous improvement initiatives. - Track key performance metrics (CSAT, productivity, SLA adherence). - Prepare and share performance reports with management. Qualifications - Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent). - 5+ years of experience in customer support (chat/email). - Minimum 1–2 years of experience in a team handling or leadership role. - Excellent written communication skills with attention to detail. - Strong analytical and problem-solving abilities. - Familiarity with customer support tools and chat platforms. - Ability to manage remote teams and multitask effectively. - High level of empathy, patience, and customer focus. Requirements - Location: Remote (Anywhere in India) - Shift: Rotational (24/7 environment) - Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps

• Triage & troubleshooting: Receive, manage, and respond to alerts, calls, and trouble tickets. • Customer collaboration: Work directly with customers on calls and screen-sharing sessions, diagnose issues, and provide clear action plans that put them at ease. • Critical response: Respond to critical issues 24x7x365 as part of an on-call rotation. • Automation: Automate the collection of backup system health, backup and recovery jobs, and general environment status; streamline repeatable tasks. • Monitoring & resolution: Monitor backup systems and performance, identify issues that need attention, troubleshoot, and resolve, including on the source systems being backed up. • Root cause analysis: Troubleshoot outages and perform root cause analysis to prevent recurrence. • Security & compliance: Configure access using a least-privileged approach, audit, and ensure adherence to policies and procedures. • Upgrades: Communicate upgrade and rollback plans, and execute upgrades. • Documentation: Maintain an internal wiki with technical documentation, manuals, and IT policies.