Description
At Snowflake, we are powering the era of the agentic enterprise.
Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud and engineered for scale.
As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers.
Key Responsibilities
- Deliver expert-level technical support to customers through phone, email, and chat.
- Troubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments.
- Partner with engineering teams responsible for performance to become the subject matter expert on performance issues related to components like dashboards, monitors, and datasets.
- Help to design and build AI skills that increase technical support engineering productivity, quality and speed.
- Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution.
- Create and maintain high-quality technical documentation, including knowledge base articles and runbooks.
- Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights.
- Participate in the on-call rotation to support urgent customer issues outside normal hours.
- Proactively contribute to process improvement, tooling, and support automation initiatives.
- Mentor junior support engineers and help level up the broader team through knowledge sharing.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- 5+ years in a technical support or customer-facing engineering role, ideally in a SaaS, DevOps, or observability-focused environment.
- Deep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts.
- Proficient in scripting languages such as Python or Bash.
- Experience with cloud platforms like AWS, Azure, or Google Cloud Platform.
- Working knowledge of Kubernetes , particularly in troubleshooting, scaling, and deployment contexts.
- Strong diagnostic and debugging skills across complex distributed systems.
Soft Skills
- Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution.
- Clear, concise communicator able to translate complex technical topics for non-technical audiences.
- Calm under pressure, with the ability to multitask and prioritize in high-stakes situations.
- Collaborative mindset, with a track record of building strong working relationships across functions.
- Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage initiatives.
Bonus Points
- Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms.
- Proficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging.
- Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or Jenkins.
- Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s.
- Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies.