Customer Support Engineer

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September 9

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Snowplow

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Artificial Intelligence • SaaS • API

Snowplow is a global leader in customer data infrastructure (CDI) for AI, specializing in enabling organizations to own and unlock the value of their customer behavioral data. The company provides tools for collecting high-quality data across digital platforms, enriching and validating data for downstream applications, and delivering AI-ready data to cloud platforms for real-time usage. Snowplow helps businesses deploy digital analytics, enhance marketing strategies, and improve customer experiences by offering out-of-the-box data models and applications. Its platform supports integrations with major data destinations like Snowflake, Databricks, and Google BigQuery, and focuses on data governance and privacy compliance. Snowplow is dedicated to transforming customer insights into actionable intelligence for AI-driven marketing, digital products, and fraud mitigation.

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🔌 API

📋 Description

• Provide proactive and reactive technical support for Snowplow customers • Diagnose product issues, resolve implementation challenges, recover data, and oversee infrastructure management • Orchestrate and monitor Snowplow event pipelines across customer-owned AWS, GCP, and Azure sub-accounts • Work with a global customer base providing 24x7 support and collaborating with international teams • Offer use-case guidance and setup assistance to help customers succeed with Snowplow • Help customers maximize the value of real-time event data and support AI-related features (Snowplow Signals) • Escalate complex issues and collaborate with internal teams to resolve customer problems

🎯 Requirements

• Comfortable with AI technologies and use cases • Strong problem-solving mindset; able to troubleshoot complex technical issues • Excellent communication skills and empathy when dealing with customers • Analytical mindset; able to learn quickly about complex products • Calm in a crisis, flexible, and able to prioritise effectively • Experience with cloud technologies (AWS, GCP); familiarity with Azure beneficial • Web development and JavaScript proficiency • Basic SQL knowledge (a bit of SQL might help) • Technology or data-related degree, coding bootcamp, or demonstrable equivalent knowledge • Mature and curious attitude to security, documentation and process • Able to work 24x7 support rota; available Monday–Friday UTC-5 to UTC-6 (approx working hours 8am-5pm local) • Must be located in Colombia (role specifically hiring in Colombia) • Employment conditional on successful background screening and right-to-work verification

🏖️ Benefits

• A competitive package, including share options • Flexible working • A generous holiday allowance no matter where you are in the world • MacBook and home office equipment allowance • Enhanced maternity, paternity, shared parental and adoption leave