The Senior Director, Priority Support Engineering reports into the Head of Global Support and owns paid support offerings end-to-end for their designated Region. Operating in an environment of both direct reports and matrixed relationships, the ideal candidate has a proven track record of either leading premium support / designated technical advisory organizations OR selling and positioning technical solutions to enterprise customers in a senior field role, with revenue accountability either way.
This role brings together a mix of responsibilities with multiple areas of critical focus. This role maintains relationships at all levels with Customers, Sales Leadership, Solutions Engineering, Delivery Teams, Operations Teams, and Key Partners. They are expected to sustain KPIs across multiple disciplines including Revenue, Attach, Consumption, Retention, and Staffing.
Snowflake’s paid support offerings are designed to deliver value customers feel, through both quality reactive interactions and proactive, advisory-led engagement, measured on the outcomes that matter to their business. This role leads the regional Designated Support Engineer (DSE) team, the post-sales production support force that delivers Priority Support today and will scale as our paid support portfolio expands. Reactive support sits with separate leadership; the DSE team collaborates closely with that org on escalations and reactive delivery health for paid customers, but is purpose-built for the proactive, paid program experience and the sales motion that drives it. This role is key to making that proactive shift real for paying customers, turning premium support from a faster ticket queue into a measurable lever on workload health, consumption growth, and long-term value.
This is an AI-native role. The role leads both the DSE team and customer engagements through AI-augmented ways of working, using AI to anticipate workload risk, scale proactive advisory, and surface insights at a depth and speed that was not possible before. We are actively building the AI-augmented engagement model the team runs on and this role is expected to continue to build and evolve the playbook as the technology and the tooling mature. Both the leader and the team operate AI-natively in how they engage customers, manage workloads, and deliver value.