Senior Cloud Support Engineer

Responsibilities

Customer Value and Incident Ownership

• Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.
• Own the customer experience and accelerate time to resolution.
• Focus on business impact by delivering resolutions that fix issues, reduce recurrence, and improve reliability.
• Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.

Technical Execution and Collaboration

• Use AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.
• Summarize logs, generate hypotheses, and draft responses with AI while critically validating outputs.
• Use Snowflake environments, 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 and refine AI-assisted drafts for quality.
• Provide input on product behavior, documentation gaps, and AI-tool performance.
• Document bugs and collaborate with engineering teams on feature requests.
• Participate in holiday/weekend rotations and on-call coverage.

Requirements

• 5+ years of customer-facing technical support experience, ideally in a 24x7 environment.
• Strong AI fluency, including prompt engineering, context management, critical validation of AI outputs, and knowing when to use manual investigation.
• Experience with AI-powered tooling, coding assistants, agentic IDEs, and modern support environments.
• Strong technical troubleshooting skills and comfort with SQL.
• Strong knowledge of at least one major relational database management system.
• In-depth knowledge of SQL data types, aggregations, analytical/window functions, query lifecycles, query profiles, and execution/explain plans.
• Advanced ability to interpret SQL queries and execution workflow logic.
• Proficiency with JSON, XML, and other semi-structured data formats, including querying and transformation.
• Knowledge of caching mechanisms and caching strategies for performance improvement.
• Experience with a major cloud platform such as AWS, Azure, or Google Cloud.
• Basic understanding of cloud services, architecture, and best practices.
• Deep understanding of resource locks and concurrent transactions.
• Strong written and verbal Japanese communication skills.
• Basic verbal English communication skills and intermediate-or-higher English reading and writing skills.
• Ability to work 12:00 PM–9:00 PM JST shifts, including a one-hour break, with flexibility for schedule changes based on business needs.

Nice-to-Haves

• Snowflake experience.
• Workflow automation and CI/CD tooling experience.
• AI-powered support or SRE workflow experience.
• SnowPro or cloud certifications.
• Experience with distributed, big-data, or MPP databases.
• Database migration and ETL experience.
• Cloud cost monitoring and optimization experience.
• Query performance analysis, tuning, and optimization recommendations.
• Experience rewriting joins while maintaining logical consistency.
• Database patch and release management experience.
• Ability to interpret CPU, I/O, RAM, and network performance metrics.
• Experience designing and implementing high-availability and disaster-recovery plans.
• Data-warehouse resource allocation and optimization expertise.
• Experience scaling cloud resources up and out.
• Experience managing job and task schedules for maximum throughput.