Senior Technical Support Engineer, Observe by Snowflake

Provides senior technical support for Observe by Snowflake customers across EMEA, troubleshooting complex observability, cloud, Kubernetes, and distributed-system issues while managing escalations and improving support processes. Requires a bachelor's degree and at least five years of technical support or customer-facing engineering experience.

About the job

Responsibilities

Deliver expert-level technical support to customers through phone, email, and chat.
Troubleshoot and resolve complex technical issues involving observability platforms, integrations, and customer environments.
Become a subject matter expert on performance issues involving dashboards, monitors, datasets, and related components.
Lead performance-improvement initiatives and educate engineering, technical support, and sales engineering teams on best practices.
Design and build AI skills that improve technical support productivity, quality, and speed.
Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution.
Create and maintain technical documentation, knowledge base articles, and runbooks.
Translate customer feedback into actionable product insights.
Participate in the on-call rotation for urgent customer issues.
Improve support processes, tooling, and automation.
Mentor junior support engineers and share knowledge across the team.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related technical field.
5+ years of experience in technical support or a customer-facing engineering role, ideally in SaaS, DevOps, or observability.
Familiarity with Linux, Unix, macOS, and Windows operating systems.
Knowledge of modern networking concepts.
Proficiency in Python or Bash scripting.
Experience with AWS, Azure, or Google Cloud.
Working knowledge of Kubernetes, including troubleshooting, scaling, and deployment.
Strong diagnostic and debugging skills across complex distributed systems.
Exceptional problem-solving and communication skills, with the ability to explain technical topics to non-technical audiences.
Ability to multitask, prioritize high-stakes issues, collaborate across functions, mentor colleagues, and manage initiatives independently.

Nice-to-haves

Experience with observability and monitoring tools such as Prometheus, Grafana, Jaeger, or Loki.
Proficiency with OpenTelemetry for distributed tracing, metrics, and logging.
Experience with Terraform and CI/CD tools such as GitHub Actions or Jenkins.
Hands-on Kubernetes cluster experience with Helm, CNI, CSI, kubectl, and k9s.
Exposure to SQL, NoSQL, and data warehousing technologies.