Senior Cloud Support Engineer

Навыки

• AWS
• Azure
• Big Data
• CI/CD
• Коммуникация
• Customer Success
• ETL / ELT

О компании и продукте

• 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. Senior Cloud Support Engineer (CSE). JOB DESCRIPTION

Задачи

• 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

Требования

• 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

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