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Job Description
Director Technical Support
San Mateo, CA
Director Technical Support
Snowflake based in San Mateo is a venture-backed startup in stealth mode that believes that once you cut through all of the big data hype, there*s a huge problem with current data platforms that no one has solved, one that we have a unique vision for how to address. We have brought together a team of some of the brightest minds in the business to build a next-generation data warehouse for the cloud era, one that will dramatically alter what organizations can do with their data and how they do it. Snowflake is looking to add a top-notch Director of Support to our team.
The Director of Support will report to the CEO and will have broad responsibility for customer support, taking on the challenge of working hands-on with our early customers to help them successfully get up and running with Snowflake while scaling our infrastructure, processes, and team We're looking for someone who is a self-starter, willing to be hands-on in solving customer problems while at the same time capable of creating and executing a strategic plan for growing and scaling our support function.
Our ideal candidate needs to have excellent background in databases, hands-on technical skills to understand and solve tough customer problems, the experience to know how to build the right infrastructure and processes to deliver world-class support, and the leadership skills to build and grow our support team to support Snowflake*s growth. The person we*re looking for thrives in the dynamic environment that comes with being part of an innovative startup from its early days. That means having the flexibility and willingness to jump in and get done what needs to be done to make Snowflake successful. And it means working collaboratively with a broad range of people both inside and outside the company.
Responsibilities:
Be the point of contact for our early customers, helping troubleshoot and resolve issues. Drive implementation and evolution of our support software and infrastructure (e.g. ticketing systems, knowledge bases*). Design and implement support processes for efficient troubleshooting, escalation, and resolution of customer issues. Develop tools and best practices for troubleshooting and resolving common classes of customer problems. Develop and implement an overall plan for delivering enterprise-level support to customers across multiple time zones. Recruit, train, and manage a world-class team of support engineers.
Minimum Requirements:
(Successful Individual must have database/data platform experience and has been the "startup" individual at several successful "startup" and small firms) BS in Computer Science or related field. At least 10 years of experience in hands-on technical roles at enterprise software companies. At least 5 years of experience in a technical support role. Outstanding technical troubleshooting and problem-solving skills, including in distributed and parallel systems. Significant hands-on experience with databases. Exceptional customer communication skills.
Strongly Desired:
Strong hands-on understanding of database internals, particularly for data warehouses. Experience with multiple database systems. Experience with setting up support processes and infrastructure. Strong understanding of cloud computing platforms. Familiarity with common BI and ETL tools. Scripting skills in common scripting languages (e.g. Python, shell). Experience working in a startup environment.
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