Snow’s mission is to stop organizations overpaying for the software they use, today and tomorrow. We help organizations optimize software availability, compliance and cost savings through delivery of on premise and cloud-based Software Asset Management solutions. Today we are the largest and most successful dedicated developer of SAM solutions with staff all over the world in regional locations. To sustain our explosive growth, we are looking for the brightest, and most highly-skilled people who have their best work ahead of them. Now is the right time to join Snow.

What you’ll be doing:

Snow Software is looking for a Technical Coach to ensure continuous growth and learning of our Technical Support Engineers within Snow Software. This role is key to delivering an outstanding customer experience for customers that require our expertise and knowledge to help them resolve their product issues. From identifying and addressing knowledge gaps, preparing the team for new product releases, providing point in time assistance and driving case management best practices, the Technical Coach is a very rewarding role where you help to grow peoples skills and experience, enabling them and our customers to be more successful.

This role helps to drive high levels of service quality and case management best practices within the support organization, mentoring our Technical Support Engineers and providing quality specific assessments to our regional Support Managers. The Technical Coach works with the cross-functional teams to ensure that we are leveraging the best technical enablement resources across the company to enable us to deliver exceptional customer experiences.

Responsibilities include:

• The ongoing technical enablement, coaching and readiness of our support engineers across the EMEA Snow Software Support Services teams.
• Developing and maintaining a formal skills assessment enabling us to understand our current capabilities and coverage along with feeding into development planning for ongoing learning and development of our technical support engineers.
• Establishing and maintaining cross-functional relationships ensuring we leverage the best technical resources at Snow to enable our technical support engineers to deliver industry leading support to our customers.
• Providing on demand, point in time assistance to our technical support engineers to help them progress their support cases through teachable opportunities to improve their troubleshooting skills and experience.
• Creating and delivering specific technical or case management content tailored to the needs of individuals and teams.
• Actively reducing average case backlog age through targeted technical reviews of cases, turning the guidance into coaching opportunities, used to improve the troubleshooting skills and product knowledge of our technical support engineers.
• Performing regular case reviews assessing technical and case management best practice opportunities for improvement.
• Preparing the teams for product version releases along with new product introduction ensuring they ready to provide support on them to our customers.

Who you are:

As the successful candidate, you will have strong knowledge around the Snow Software product set, and will have previous experience in delivering technical customer support or technical enablement in an enterprise software organisation.  You will have proven experience in an external customer-facing role, and whilst any previous experience of coaching and mentoring individuals or teams would be a bonus, previous experience here isn’t a prerequisite, although the drive to enable others and a natural aptitude to develop people is essential.

On a personal level you will be willing and able to work in a busy, dynamic environment, working as part of both local and global teams to deliver customer excellence and success.  You will be patient and attention focused, and hold a high degree of accountability to help build and protect the strong Snow Software brand image.

What we offer:

This is a chance for you to accelerate your career and succeed in an environment where you will have the possibility to make a daily impact. Every day you will get to work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. We fully recognize that it is our employees that make Snow a success and the global leader in the development and delivery of dedicated SAM solutions. If you are the right person for the role we will offer you exciting and developing assignments and you will get to be part of a fantastic journey within a dynamic high-growth business.

We look forward to your application.