Technical Support Manager

APAC / Remote

About Snowplow

Snowplow, the global leader in customer data infrastructure (CDI) for AI, enables every organization to own and unlock the value of its customer behavioral data.

The Snowplow CDI fuels AI-driven marketing, digital products and services, customer experiences and fraud detection, by enabling companies like Burberry, Strava, and AutoTrader to collect and manage real-time, structured and unstructured behavorial data governed in their cloud data platform.

With thousands of companies relying on Snowplow worldwide to generate AI-ready data to uncover deeper customer journey insights, predict customer behaviors, optimize differentiated customer experiences, and detect fraud; we are at the forefront of transforming how data-driven organizations leverage their customer behavioral data.

Following our $40 million Series B funding led by global venture capital firm NEA, known for investments in Databricks, MongoDB, and Elastic, we are seeking creative and innovative individuals to help us shape the future of Snowplow.

The Opportunity:

Our product range is expanding rapidly. We now orchestrate and monitor Snowplow event pipelines across 250 customer-owned AWS, GCP, and Azure sub-accounts. At the same time, our rapidly growing CDI offering demands an increasingly diverse skill set within Support. We provide both proactive and reactive assistance, tackling everything from use-case guidance and setup questions to diagnosing product issues, managing enhancements, resolving implementation challenges, recovering data, handling upgrades, and overseeing infrastructure management.

We’re looking for a Support Manager to lead our AU and EU support teams — a group of highly technical, globally distributed engineers who support a growing and complex data product.

This isn’t just a people leadership role. You’ll need to understand our technical stack, support tooling, and the kinds of issues our customers face. You won’t be expected to work support tickets as your main task, but you’ll need to be comfortable jumping in, whether it’s troubleshooting a customer environment, reviewing logs, navigating Snowflake schemas, or helping an engineer talk through a tricky problem.

You’ll combine that technical depth with team coaching, operational oversight, and cross-functional collaboration to ensure our customers get the best possible support.

If this sounds like you, please get in touch. We know that some of you might be reading this and thinking you need to be 100% qualified to apply. But we value diversity, and for this role, we are primarily looking for a Support leader with drive, a strong sense of ownership and a willingness to hit the ground running.

This is a fully remote role, but we are especially looking to hire in APAC time zones.

What You’ll Be Doing:

● Leading and developing a team of technical support engineers across AU and EU. You’ll need to be flexible enough to be able to manage across multiple geographies.

● Coaching engineers through complex technical problems - you’ll be a sounding board, mentor, and collaborator

● Managing support operations: Zendesk workflows, tagging systems, SLAs, rotas, and queue health

●Collaborating with Engineering, SRE, and Product to resolve issues and improve the customer experience

● Supporting and contributing to incident response and resolution across time zones

● Identifying opportunities to improve tooling, processes, and documentation - and driving those changes

● Owning hiring, onboarding, 1:1s, performance reviews, and career development for your team

We’d Love to Hear From You If You Have:

●Managed technical support or customer-facing engineering teams, and you’re confident coaching others through complex problems.

● Familiarity with cloud technologies like AWS, GCP, and infrastructure-as-code. You understand how things fit together - pipelines, environments, permissions, and performance.

● Worked with tools like Zendesk, Jira, and Slack, and you know how to build and manage effective workflows, tagging systems, and routing rules.

● Experience reading logs, writing SQL, following a GitHub issue thread, or diagnosing the root cause of an error - and helping others do the same.

● The ability to remain calm in a crisis, great at prioritising, and confident leading teams through incidents, escalations, and change.

● A love of working with smart people and helping them get even better.

● Always seen technical support as a career. At Snowplow, you’ll have that opportunity. This skilled, multidisciplinary role involves working with a complex tech stack and navigating external dependencies.

What We Offer You in Return:

💰 A competitive package, including share options

🧘 Flexible working

🏖 A generous holiday allowance no matter where you are in the world

💻 MacBook and home office equipment allowance

👪 Enhanced maternity, paternity, shared parental and adoption leave

Snowplow is dedicated to building and supporting a brilliant, diverse and hugely inclusive team. We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence.

Technical Support Manager

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