Senior Technical Support Engineer, Observe by Snowflake

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. Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud and engineered for scale. We ingest and store logs, metrics, traces, and events on an open, scalable data lakehouse, using open formats like Apache Iceberg, at dramatically lower cost. A dynamic Context Graph and chat-based AI SRE provide rich context and automated workflows so teams can move from detection to root cause and resolution 10x faster. Leading engineering teams at companies like Capital One, Topgolf, and Dialpad rely on Observe to troubleshoot hundreds of terabytes of telemetry daily while maintaining reliability at enterprise scale. As part of Snowflake, Observe combines startup-style ownership and velocity with the global reach, operational excellence, and ecosystem of one of the world’s leading data platforms. As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers. This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences. You’ll be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams. This is an opportunity to shape how support is delivered and to contribute to the evolution of our platform and processes. KEY 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 components like dashboards, monitors, and datasets. Lead initiatives to improve performance and educate engineering, technical support, and sales engineering teams on best practices. - 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. REQUIREMENTS - 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. SOFT SKILLS - Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution. - Clear, concise communicator able to translate complex technical topics for non-technical audiences. - Calm under pressure, with the ability to multitask and prioritize in high-stakes situations. - Collaborative mindset, with a track record of building strong working relationships across functions. - Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage initiatives. BONUS POINTS - Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms. - Proficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging. - Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or Jenkins. - Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s. - Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies. Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee’s duty to keep customer information secure and confidential. 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