Senior Technical Support Engineer, Observe by Snowflake

As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers in the APAC region. 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. Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud and engineered for scale.

Responsibilities

Deliver expert-level technical support to customers through phone, email, and chat; Troubleshoot and resolve complex technical issues involving the observability platform, integrations, and customer environments; Partner with engineering teams responsible for performance to become the subject matter expert on performance issues related to 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; 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

Nice to have

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