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