Senior AI-Driven Observability Support Engineer

Snowflake; Menlo Park (CA); On-site; USD 136,000 - 179,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) retirement plan

12 paid holidays

Job summary

Snowflake seeks an experienced Senior Technical Support Engineer to act as a trusted technical resource for customers using Observe, its AI-powered observability platform. You will troubleshoot complex issues, collaborate with product and engineering, and help shape support processes and documentation.

Responsibilities include owning high-priority escalations, improving performance with dashboards and monitors, and mentoring junior engineers while participating in on-call rotations.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• 5+ years in a technical support or customer-facing engineering role in SaaS/observability.
• Deep familiarity with operating systems (Linux/Unix/macOS/Windows) and modern networking concepts.
• Proficiency in Python or Bash scripting.
• Experience with cloud platforms (AWS/Azure/GCP).
• Working knowledge of Kubernetes—troubleshooting, scaling, deployment contexts.

Responsibilities

• Deliver expert-level technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex issues in the observability platform and customer environments.
• Partner with engineering to drive performance improvements and educate teams on best practices.
• Design and build AI skills to increase productivity and speed.
• Own high-priority escalations and coordinate with teams to drive resolutions.
• Create and maintain technical documentation and runbooks.

Skills

Python

Bash

Linux

Networking

Kubernetes

Debugging

Education

Bachelor's degree in CS/IT or related field

Tools

Prometheus

Grafana

Jaeger

Loki

OTEL

Terraform

Job description

Snowflake seeks an experienced Senior Technical Support Engineer to act as a trusted technical resource for customers using Observe, its AI-powered observability platform. You will troubleshoot complex issues, collaborate with product and engineering, and help shape support processes and documentation.

Responsibilities include owning high-priority escalations, improving performance with dashboards and monitors, and mentoring junior engineers while participating in on-call rotations.