Senior Technical Support Engineer, Observe by Snowflake

Key Responsibilities

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

Soft Skills

• 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.

Bonus Points

• 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.