Teams at Snowflake

Provides customer-facing technical support for Snowflake and cloud environments, owning cases from triage through resolution. Troubleshoots SQL, logs, APIs, data warehousing, MLOps pipelines, model performance, and infrastructure issues using AI-assisted tools, scripting, and automation. Collaborates with engineering and product teams, documents solutions, reports bugs, and participates in on-call, weekend, and holiday rotations. Requires fluent Japanese and English, strong communication, and familiarity with AI, cloud platforms, and machine learning technologies.

Leads a global escalation management team supporting critical enterprise customers in a 24/7 SaaS environment. Responsibilities include hiring and developing staff, managing high-impact technical escalations, reviewing case quality, improving processes and automation, defining performance metrics, coordinating with engineering and customer-facing teams, and delivering root cause analyses and executive updates. The role also drives strategic operational improvements, customer satisfaction, and consistent resolution outcomes across products and teams.

Generate qualified pipeline by outbound prospecting and nurturing inbound leads. Research accounts, run targeted calling, email and social campaigns, set discovery meetings, collaborate with sales and cross-functional teams, and meet/exceed metrics and quotas in a fast-paced SaaS environment.