engineering
Posted Jun 17RVP, Priority Support Engineering - EMEA
at Snowflake
On-site
You are nearing today's limit. Upgrade for unlimited access.
Responsibilities
- - Collaborate closely with reactive support leadership to ensure reactive delivery health is strong for accounts under paid support coverage, including joint visibility into case load, response-time performance, and incident trends, with shared accountability when paid customers need both arms of support working in concert.
- - Own executive sponsorship and the customer narrative for at-risk paid support accounts; coordinate with reactive support leadership on escalation paths when their resources are required.
- Practice Readiness - Build, hire, and lead the regional Priority Support team, including Designated Support Engineers, front-line managers, and any specialist roles needed to scale post-sales production support.
- - Monitor team performance; provide coaching, counseling, and motivation to maximize delivery quality and commercial outcomes.
- Build a team that uses AI fluently in everyday delivery, not as a side project.
Requirements
- 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.
- This is an AI-native role.
- The RVP 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; the RVP 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.
- - Partner with Snowflake field teams on post-go-live consumption health, proactively identifying workloads at risk of stalled adoption, blockers limiting consumption growth, and architectural opportunities to expand value, mobilizing the DSE team on the path to resolution.
- - Lead the Go-to-Market motion for paid support in the assigned region, including attach to net-new deals, expansion within the existing customer base, and conversion at renewal.
- - Lead the DSE team as an AI-native function: set the standard for AI-augmented engagement delivery, predictive workload analysis, and AI-driven customer insights at scale.
- - Understand the technical complexities of the modern data and AI cloud, the competitive environment, and confidently address customer concerns about adoption, migration, performance, and cost.
- - Provide strong consultative skills and a clear understanding of paid support engagement models: what each program delivers post-sale, where the value lands for customers, and how to position the right fit.
- experience managing a multi-layered organization in a high-growth SaaS or cloud environment; demonstrated ability to coach front-line managers. - Knowledge of the data warehousing, data management, analytics, AI, and/or cloud computing space. -
- Experience selling and positioning technical solutions to enterprise customers and managing to commercial targets while working closely with cross-functional teams: sales, pre-sales, legal, marketing, finance, and product.
- - Comfortable with Salesforce or other leading CRM tools. - Demonstrated
- experience leading teams or running customer engagements using AI-native or AI-augmented approaches; comfort championing AI-driven delivery in a customer-facing function, articulating to customers how AI augments human advisory rather than replaces it, and evolving the operating model as new capabilities emerge (you are joining an active build, not inheriting a finished playbook).
- experience launching or scaling a designated engineer, solutions architect team, TAM, or premium support program at a cloud data platform, hyperscaler, or enterprise SaaS company (e.g., Databricks, AWS, Google,Microsoft, Salesforce, ServiceNow, Red Hat, MongoDB, Oracle). - Internal Snowflake field
- Snowflake employees must abide by the company’s data security plan as an essential part of their duties.
- Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth.
Experience
- REQUIREMENTS On Day One We Will Expect You To Have: - Sales-minded leader with 10+ years in enterprise customer-facing roles, with a track record of either (a) leading a paid support, premium services, designated technical advisory, or signature success-style organization, OR (b) selling and positioning technical solutions to enterprise customers in a senior field role at a cloud, data, or SaaS company (e.g., Sales Engineering, Sales Architect, Specialist Sales, Customer Engineering).
- You can read a forecast and run a deal review. - 5+ years of leadership
Benefits
- 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.
- Technical Expertise - Demonstrate detailed Snowflake product knowledge: vision, platform architecture, and the technical use cases customers run on Snowflake at scale.
- 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
Contact
- benefits information: careers.snowflake.com http://careers.snowflake.com
Additional details
- At Snowflake, we are powering the era of the agentic enterprise.
- 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.
- The RVP, Priority Support Engineering - EMEA 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.
- responsibilities with multiple areas of critical focus.
- The RVP 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.
- The RVP 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