Director, Customer Experience Engineering
Company: Snowflake
Location: Boston
Posted on: May 16, 2022
|
|
Job Description:
There is only one Data Cloud. Snowflake's founders started from
scratch and designed a data platform built for the cloud that is
effective, affordable, and accessible to all data users. But it
didn't stop there. They engineered Snowflake to power the Data
Cloud, where thousands of organizations unlock the value of their
data with near-unlimited scale, concurrency, and performance. This
is our vision: a world with endless insights to tackle the
challenges and opportunities of today and reveal the possibilities
of tomorrow.
We're looking to hire a talented Director, Customer Experience
Engineering to help us expand the Snowflake Data Cloud. This role
will enable customers to achieve greater success through
capabilities that quickly remove problems or roadblocks to customer
success. By building Intelligent Data Applications using
Snowflake's own technology, the Customer Experience Engineering
team builds applications that can surface information both directly
to customers, and to internal customer-facing teams, to enable
faster understanding of root causes of issues, and paths to
resolution. Snowflake has a vast amount of diagnostic and machine
data that the team will use to create large scale batch and
streaming data pipelines, visualizations, and applications to
extract insights and intelligence from to get customers past
roadblocks and back to consuming the Snowflake platform.
YOU WILL:
* Lead the Customer Experience Engineering (CXE) Software
Development team to deliver innovative systems and tools that
enable Snowflake customers to self-resolve issues they encounter in
the Snowflake platform, and enable Snowflake engineers to more
efficiently assist customers in troubleshooting issues that require
assistance.
* Partner with Product Managers and other stakeholders to chart the
quarterly and long-term roadmap for the team.
* Drive the team to leverage the latest techniques in data
engineering, machine learning, and data visualization to build a
suite of both user-facing and internal-facing capabilities that
enable fast resolution of customer issues to keep the customers
focused on getting the most value out of the Snowflake
platform.
* Own systems that include diagnostics visualization, intelligent
search, predictive issue detection, and workforce management
systems. All of these systems need to be tightly integrated into
the natural user experience flow, with awareness of context to
enable users and customers to get the most value out of these
systems.
* In this position, the Director will collaborate with other
leaders across different boundaries in the organization, including
Engineering, Support, and the Field, to contribute to the strategy
and success criteria for the CXE vision. This person will have to
connect with the customer needs and distill those needs into
solutions that will have a measurable impact on the customer
experience.
* A background in leading software development teams is required to
support the building of applications and custom integrations
between business systems. Experience managing or working closely
with QA to build a test strategy for these systems is also
required. This leader will also need experience partnering closely
with Product Management, or even managing Product Management type
roles.
OUR IDEAL DIRECTOR WILL HAVE:
* A positive attitude and outlook.
* Enjoys working with a high-performing, fast-paced team.
* Ability to work in a team environment, collaborate well, and
mentor managers and engineers.
* A track record of recruiting and leading technical teams in a
demanding talent market.
* Experience building enterprise grade, reliable and trustworthy
software or services.
* Excellent problem solving skills, and strong CS fundamentals
including data structures, algorithms, and distributed systems.
* Technical competency in Cloud environments, Data Warehouse
architectures, and Software development methods.
* Fluency in Java, Scala, or Python.
* Fluency in SQL, Notebooks, or Spark.
* Excellent interpersonal communication skills.
* Outstanding written and oral English language skills.
* Ability to travel.
EXPERIENCE:
* Bachelor's degree in Computer Science, related field, or
equivalent practical experience.
* 5+ years of software engineering management experience.
* 10+ years of experience in technical leadership.
* Ability to be hands-on technically and have a good understanding
of full-stack engineering.
* Ability to explain your team's analyses and recommendations to
managers and discuss the technical trade-offs in product
development with engineers.
Snowflake is growing fast, and we're scaling our team to help
enable and accelerate our growth. We are looking for people who
share our values, challenge ordinary thinking, and push the pace of
innovation while building a future for themselves and
Snowflake.
How do you want to make your impact?
Keywords: Snowflake, Boston , Director, Customer Experience Engineering, Engineering , Boston, Massachusetts
Click
here to apply!
|