Senior AI-Driven Observability Support Engineer

Snowflake; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Snowflake is seeking a Senior Technical Support Engineer to serve customers in the APAC region. You will be a trusted advisor, troubleshoot complex issues, and collaborate with product, engineering, and customer success teams to drive customer outcomes.

You will own high-priority escalations, contribute to documentation, and help scale support through AI skills and automation while mentoring junior engineers.

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, 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.

Responsibilities

• Deliver expert-level technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex issues involving the observability platform.
• Lead performance-related initiatives with engineering and sales teams.
• Design and build AI skills to boost productivity.
• Own high-priority escalations and coordinate resolutions.
• Create and maintain technical documentation and runbooks.
• Translate customer feedback into actionable product insights.
• Participate in on-call rotations outside normal hours.
• Contribute to process improvements and automation.
• Mentor junior engineers.

Skills

Python scripting

Linux/Unix/macOS/Windows

Cloud platforms (AWS/Azure/GCP)

Kubernetes troubleshooting

Diagnostics distributed systems

Education

Bachelor's degree in Computer Science, Information Technology, or a related technical field

Tools

Prometheus

Grafana

Jaeger

OpenTelemetry

Terraform

Kubernetes

Job description

Snowflake is seeking a Senior Technical Support Engineer to serve customers in the APAC region. You will be a trusted advisor, troubleshoot complex issues, and collaborate with product, engineering, and customer success teams to drive customer outcomes.

You will own high-priority escalations, contribute to documentation, and help scale support through AI skills and automation while mentoring junior engineers.