Senior Support Engineer

Snowflake; Warszawa; On-site; PLN 180,000 - 260,000; Full time

Job summary

Snowflake is seeking a Senior Support Engineer to bolster our IT infrastructure and executive support capabilities in Warsaw. You will work onsite, coordinating with global teams and local managers to resolve complex technical issues, manage ticket queues, and maintain security standards.

The role requires strong Mac OS experience, change control proficiency, and a proven ability to multitask across high-demand support tasks while staying collaborative and proactive.

Qualifications

• 5+ years in IT infrastructure support.
• 2+ years of executive-level support.
• Strong experience with Mac OS at user level.
• Experience with change control policies and procedures.
• Experience administering small-size corporate server rooms.
• Proficient with Zoom, Slack, Okta, Confluence, JIRA, and ServiceNow.
• Office 365, Google Workspace, Jamf, and Active Directory administration.
• Excellent problem-solving, communication, and organizational skills.
• Willingness to work onsite in Warsaw.

Responsibilities

• Develop relationships with ET departments to ensure successful project implementation and support.
• Analyze and resolve technical issues with local department managers.
• Provide global support by managing tickets in ServiceNow.
• Follow SOPs and escalate priority issues when needed.
• Develop and implement SOPs for remote ET support and hand off to Level 1 desk.
• Participate as a global ET member and contribute to projects.
• Provide local Zoom-based audiovisual support.
• Prepare office for new product releases and ensure IT security compliance.
• Maintain inventory and coordinate equipment for teams.
• Prepare new hire hardware for deployment.
• Lead weekly new hire orientation sessions.
• Troubleshoot client-side network connectivity issues.

Skills

Executive support

IT infrastructure

Mac OS user

Troubleshooting

Tools

Zoom

Slack

Okta

Confluence

JIRA

ServiceNow

Office 365

Google Workspace

Jamf

Active Directory

Job description

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.

AS A SENIOR SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• Develop business relationships and integrate activities with other ET departments to ensure successful implementation and support of project efforts
• Work with local department managers to analyze and resolve technical issues, and recommend solutions for changing needs
• Provide global support by managing tickets within our ET Service Management Ticketing System (ServiceNow), including knowing when to elevate priority issues
• Follow standard operating procedures and quickly redirect problems to the appropriate resources when needed
• Develop, document, and implement standard operating procedures and customer service guidelines for remote ET support, and pass them down to the Level 1 help desk
• Actively participate as a global ET member and contribute to global projects
• Provide local A/V and video collaboration (Zoom) support
• Prepare the office for new product or service releases and stay at the forefront of emerging industry practices, ensuring compliance with IT security and general controls
• Maintain local inventory accuracy and coordinate equipment
• Prepare new hire hardware for deployment
• Run weekly new hire orientation
• Troubleshoot client-side network connectivity issues

OUR IDEAL SENIOR SUPPORT ENGINEER WILL HAVE:

• 5+ years of experience supporting information technology infrastructure
• 2+ years of experience providing executive-level support
• Strong experience with Mac OS systems at the user level
• Experience with change control policies and procedures
• Experience administering small-size corporate server rooms
• Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, and ServiceNow
• Office 365, Google Workspace, Jamf, and Active Directory administration
• Strong troubleshooting and problem-solving skills, with resiliency in the face of continual change and the ability to handle high demands
• Demonstrated ability to manage and prioritize multiple issues with minimal supervision, plus excellent organizational skills, a teamwork approach, and the ability to act independently to solve problems
• Excellent oral and written communication skills with strong interpersonal skills
• Basic ability to manage projects and an understanding of project methodology
• Ability to work a flexible schedule, including overtime and after-hours work
• An experimental, AI-native mindset: curiosity about applying emerging AI tools to simplify and improve day-to-day support workflows
• Onsite role

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?