Description
At Snowflake, we are powering the era of the agentic enterprise. 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.
The Director, 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
Serving Customers
- Build deep technical and executive relationships with strategic customers in the region to ensure paid support programs are positioned to serve current and future workloads on Snowflake.
- Accountable for Customer Satisfaction, retention, and successful post-sales delivery of paid support engagements against committed scope, SLAs, and outcomes.
- Lead the DSE team's contribution to the proactive, advisory-led support model: architectural reviews, proactive risk assessments, and identification of root-cause patterns on recurring issues.
Owning the Sales Cycle for Paid Support Programs
- Own the regional sales cycle for paid support programs by partnering with Snowflake Regional Sales VPs and Solutions Engineering Directors to position the right paid support program with each customer based on their workload profile, criticality, and growth trajectory.
- 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.
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.
- Recruit and develop talent who can grow with the function; coach front-line managers in advisory engagement, executive presence, and commercial fluency.
Technical Expertise
- Demonstrate detailed Snowflake product knowledge: vision, platform architecture, and the technical use cases customers run on Snowflake 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.
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).
- Proven track record carrying or owning a revenue target tied to attach, expansion, or renewal in a customer-facing function (e.g., Sales Engineering, Professional Services, Premium Support).
- 5+ years of leadership experience managing a multi-layered organization in a high-growth SaaS or cloud environment; demonstrated ability to coach front-line managers.
Strongly Preferred
- Direct 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 experience (Solutions Engineering, Solutions Architect ) with deep relationships into regional Sales VPs and a track record of customer wins on technical solutions.
Key Performance Indicators
- Regional revenue targets for paid support programs, including attach to net-new license deals, expansion within the customer base, and conversion at renewal
- Snowflake consumption health and growth on accounts under paid support coverage
- Customer outcome metrics: NPS lift on paid support cohort; reduction in customer generated cases on accounts under DSE coverage; improvement in time-to-value on key workloads