# Senior Cloud Support Engineer

**Company:** [Snowflake](https://hotfix.jobs/companies/snowflake)
**Location:** Unspecified
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** SQL, Snowflake, AWS, Microsoft Azure, GCP, Relational Databases, JSON, Xml, Query Optimization, Execution Plans, Caching, CI/CD, ETL, Distributed Databases, Cloud Cost Management
**Posted:** 2026-07-23

> Provides advanced, customer-facing troubleshooting for Snowflake cloud database issues, owning incidents from triage through resolution. The role requires 5+ years of technical support experience, strong SQL and relational database expertise, Japanese communication skills, cloud knowledge, and an AI-first approach to support.

## Job Description

## 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.

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