# Senior Technical Support Engineer, Observe by Snowflake

**Company:** [Snowflake](https://hotfix.jobs/companies/snowflake)
**Location:** Zurich, Switzerland
**Role:** Support Engineering
**Salary:** CHF116k – CHF152k/yr
**Experience:** 5+ years
**Skills:** Linux, Unix, macOS, Windows, Python, Bash, Networking, AWS, Azure, GCP, Kubernetes, Prometheus, Grafana, OpenTelemetry, Terraform
**Posted:** 2026-04-18

> 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.

## Job Description

## 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.

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