Senior AI‑Native Observability Support Engineer

Snowflake; Atlanta (GA); On-site; USD 120,000 - 170,000; Full time

Job summary

Snowflake seeks an experienced Senior Technical Support Engineer to serve as a trusted technical advisor for customers, resolving high-impact issues and shaping how support evolves. You will collaborate with product, engineering, and customer success teams to drive outcomes that improve platform reliability and customer satisfaction.

The role emphasizes troubleshooting complex distributed systems, designing AI-driven support tooling, and mentoring teammates, with opportunities to influence

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, 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 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 dashboards, monitors, and datasets.
• 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.

Skills

5+ years in tech support / customer‑f‑

Linux/Unix/macOS/Windows knowledge

Python or Bash scripting

Cloud platforms (AWS/Azure/GCP)

Kubernetes troubleshooting

Strong diagnostic & debugging skills

Customer-facing / advisory mindset

Education

Bachelor’s degree in CS/IT or related field

Tools

Python

Bash

AWS

Azure

GCP

Kubernetes

OpenTelemetry

Terraform

CI/CD (GitHub Actions/Jenkins)

Job description

Snowflake seeks an experienced Senior Technical Support Engineer to serve as a trusted technical advisor for customers, resolving high-impact issues and shaping how support evolves. You will collaborate with product, engineering, and customer success teams to drive outcomes that improve platform reliability and customer satisfaction.

The role emphasizes troubleshooting complex distributed systems, designing AI-driven support tooling, and mentoring teammates, with opportunities to influence