Senior Support Engineer

Snowflake; Warsaw (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Snowflake is looking for a Senior Support Engineer to join the global ET team. You will build relationships, resolve complex IT issues, and manage frontline support for operations across regions.

The role requires hands-on expertise with Mac OS, familiar with Zoom and collaboration tools, and a proactive AI-oriented mindset. You will coordinate with local managers, participate in global projects, and prepare hardware for new hires.

Qualifications

• 5+ years of experience supporting information technology infrastructure.
• 2+ years of experience providing executive-level support.
• Strong experience with Mac OS systems at user level.
• Experience with change control policies and procedures.
• Experience administering small-size corporate server rooms.
• Experience with Zoom, Slack, Okta, Confluence, JIRA and ServiceNow.
• Office 365, Google Workspace, Jamf and Active Directory administration.
• Strong troubleshooting and problem-solving skills with adaptability.
• Ability to manage multiple issues with minimal supervision and strong organization.
• Excellent communication and teamwork, with project management understanding.
• Willingness to work a flexible schedule, including overtime and after-hours.
• An experimental, AI-native mindset for applying emerging AI tools.
• Onsite role.

Responsibilities

• Develop business relationships and coordinate with ET departments for smooth project implementation.
• Analyze and resolve technical issues with local managers and propose solutions.
• Provide global support by managing tickets in ServiceNow and escalate as needed.
• Follow SOPs and route problems to appropriate resources quickly.
• Create and implement SOPs and guidelines for remote ET support and Level 1 handoff.
• Participate as a global ET member and contribute to projects.
• Provide local A/V and video collaboration (Zoom) support.
• Prepare for new product releases and ensure IT security controls.
• Maintain inventory accuracy and coordinate equipment.
• Prepare new hire hardware for deployment and run weekly orientation.
• Troubleshoot client-side network connectivity issues.

Skills

Communication

Multitasking

Problem solving

Organizational skills

Teamwork

Flexibility

AI-native mindset

Education

Bachelor's degree in IT or related field

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 escape 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?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com