Senior Cloud Support Engineer

🕒 July 30

🇯🇵 Japan – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Snowflake

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Snowflake is a cloud-based data platform and data warehouse-as-a-service. It enables organizations to store, process, analyze, and share large volumes of structured and semi-structured data across multiple clouds, with separated scalable compute and storage, built-in security and data-sharing capabilities, and support for analytics and machine-learning workloads. Snowflake is delivered as a managed SaaS offering for enterprise customers and is primarily marketed and sold as a B2B product.

📋 Description

• Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates • Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards • Focus on business impact by resolving issues, reducing recurrence, and improving reliability • Provide technical analysis and guidance via email, web, and phone • Use AI to summarize logs, generate hypotheses, and draft responses while validating outputs • Utilize Snowflake environments, connectors, and internal tools to investigate and test solutions • Partner with Engineering, Product, and Customer Success to resolve systemic issues • Document solutions in knowledge bases and refine AI-assisted drafts • Provide feedback on product behavior, documentation gaps, and AI-tool performance • Document and collaborate on bugs and feature requests with engineering teams • Support holiday/weekend rotations and on-call requirements • Work the 12:00 PM–9:00 PM JST shift, including a one-hour break, with possible schedule changes based on business needs

🎯 Requirements

• 5+ years of customer-facing technical support experience, ideally in 24x7 environments • Strong AI fluency, including prompt engineering, context management, critical validation of AI outputs, and manual-investigation fallback judgment • Experience with AI-powered tooling and modern support environments • Strong technical troubleshooting skills, including SQL • Strong knowledge of at least one major relational database management system • In-depth knowledge of SQL data types, aggregations, advanced functions, and analytical/window functions • Experience with query lifecycles, profiles, and execution/explain plans • Advanced ability to interpret SQL queries and execution workflow logic • Proficiency with JSON, XML, and other semi-structured data formats • Experience querying and transforming semi-structured data • In-depth knowledge of caching mechanisms and caching strategies • Experience with at least one major cloud platform: AWS, Azure, or GCP • Basic understanding of cloud services, architecture, and best practices • Deep understanding of resource locks and concurrent transaction management • Strong written and verbal Japanese communication skills • Basic verbal English communication skills • Intermediate or higher English reading and writing skills • Preferred: Snowflake experience • Preferred: Advanced workflow automation and CI/CD tooling experience • Preferred: AI-powered support or SRE workflow experience • Preferred: Relevant certifications such as SnowPro or cloud certifications • Preferred: Distributed database, database migration, ETL, cloud cost management, query tuning, database patch/release management, systems performance metrics, high availability/disaster recovery, data warehousing optimization, cloud scaling, and job/task scheduling experience