Senior Cloud Support Engineer

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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 cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience • 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 • Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels • Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing • Utilize Snowflake environment, 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, refining AI-assisted drafts for quality • Provide input 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

🎯 Requirements

• 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

🏖️ Benefits

• 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