RVP, Priority Support Engineering

About the role

The RVP, Priority Support Engineering 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. This role brings together a mix of 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 experience and the sales motion that drives it. 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. 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.

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.
• 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.
• 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.
• 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.
• Engage directly with customers and Sales counterparts to articulate the value of paid support, scope the righ

Benefits

Additional Information

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. 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. 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. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

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