Senior Cloud Support Engineer

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. Senior Cloud Support Engineer (CSE) JOB DESCRIPTION Snowflake seeks a Senior Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset. You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution—safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal. Key Responsibilities: As a Senior Cloud Support Engineer, you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor. Customer Value and Incident Ownership - Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates. - Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards. - Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability. - Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels. Technical Execution and Collaboration - AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing. - Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions. - Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues. - Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality. - Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance. - Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams. - Operational Coverage: Support holiday/weekend rotations and on-call requirements Special Requirement: - Ability to work a shift schedule from 12:00 PM to 9:00 PM JST, including a 1-hour break. - May require schedule flexibility and shift changes based on business needs. Required Qualifications: - 5+ years of experience in technical support (customer-facing, ideally 24x7). - Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation. - Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments. - Solid technical troubleshooting skills, including comfort with SQL. - Strong knowledge of at least one major RDBMS - In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions. - Proven experience with query lifecycle, profiles, and execution/explain plans. - Advanced skills in interpreting SQL queries and execution workflow logic. - Proficiency with JSON, XML, and other semi-structured data formats. - Experience with querying and transforming semi-structured data. - In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance. - Major cloud platform experience (AWS, Azure, GCP) - Basic understanding of cloud services, architecture, and best practices. - A deep understanding of resource locks and experience with managing concurrent transactions. - Strong written/verbal Japanese communication. - Basic verbal communication skills in English - Intermediate or higher English reading and writing skills Preferred: - Snowflake experience - Advance Workflow automation CI/CD tooling experience - AI-powered support or SRE workflow experience - Relevant certifications (SnowPro, cloud certs) - Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases. - Database migration and ETL experience - Ability to monitor and optimize cloud spending using cost management tools and strategies. - Demonstrated ability to analyze and tune query performance and provide detailed recommendations for performance improvement. - Proven ability with rewriting joins for optimization while maintaining logical consistency. - Proficient in database patch and release management. - Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats) - Experience with designing and implementing high availability and disaster recovery plans. - In-depth Knowledge of data warehousing resource allocation and optimization. - Expertise in identifying scenarios for scaling up and scaling out of cloud resources. - Expertise in managing schedules of jobs and tasks for maximum throughput. 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 http://careers.snowflake.com