Senior Technical Support Engineer — AI-Driven Observability

Neura Market; Zürich; Vor Ort; CHF 110.000 - 170.000; Vollzeit

Zusammenfassung

Snowflake Observe in the EMEA region seeks a Senior Technical Support Engineer who thrives in dynamic environments and loves debugging complex distributed systems. You will be the trusted technical resource resolving high-impact issues, guiding customers, and collaborating with product, engineering, and customer success to improve the platform and processes.

You will own escalations, create runbooks, and mentor junior engineers while helping to scale our observability platform for enterprise

Qualifikationen

• Bachelor’s degree in CS/IT or related technical field.
• 5+ years in a technical support or customer-facing engineering role.
• Deep familiarity with Linux/Unix, Windows, and networking concepts.
• Proficient in Python or Bash scripting.
• Experience with AWS, Azure, or GCP and Kubernetes troubleshooting.
• Strong diagnostic and debugging skills for distributed systems.

Aufgaben

• Deliver expert-level technical support via phone, email, and chat.
• Troubleshoot and resolve complex issues involving the observability platform and customer environments.
• Collaborate with engineering and product teams to drive performance improvements.
• Design and build AI skills to boost support productivity and quality.
• Own high-priority escalations and coordinate resolutions.
• Create and maintain knowledge base articles and runbooks.
• Translate customer feedback into actionable product insights.
• Participate in on-call rotation and support outside normal hours.
• Contribute to process improvements, tooling, and automation initiatives.
• Mentor junior support engineers and share knowledge across the team.

Kenntnisse

SaaS experience

DevOps

Observability

Linux/Unix

Networking concepts

Python/Bash

Cloud platforms

Kubernetes

Diagnostics & debugging

Ausbildung

Bachelor's degree in CS/IT

Tools

Kubernetes

Prometheus

Grafana

Jaeger

Loki

Terraform

OpenTelemetry

GitHub Actions

Jenkins

Jobbeschreibung

Snowflake Observe in the EMEA region seeks a Senior Technical Support Engineer who thrives in dynamic environments and loves debugging complex distributed systems. You will be the trusted technical resource resolving high-impact issues, guiding customers, and collaborating with product, engineering, and customer success to improve the platform and processes.

You will own escalations, create runbooks, and mentor junior engineers while helping to scale our observability platform for enterprise