# Senior Technical Support Engineer, Observe by Snowflake

**Company**: Snowflake
**Location**: Sydney, AU
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: A$117K - A$167.9K
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/snowflake/9da775b9-2bdf-4ef2-a59a-ffc49381459d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e95b8024-36a

## Description

As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers in the APAC region.

This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences.

You’ll be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams.

## 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.

- Lead initiatives to improve performance and educate engineering, technical support, and sales engineering teams on best practices.

- 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.

## Qualifications

- Technical Expertise

- 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.

## Skills

### Required
- Python
- Bash
- Kubernetes
- AWS
- Azure
- Google Cloud Platform
- Linux
- Unix
- macOS
- Windows

### Nice to have
- Prometheus
- Grafana
- Jaeger
- Loki
- OpenTelemetry
- Terraform
- Github Actions
- Jenkins
- Helm
- CNI
- CSI
- kubectl
- k9s

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/snowflake/9da775b9-2bdf-4ef2-a59a-ffc49381459d?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)