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Senior Technical Support Engineer, Observe by Snowflake
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  5. Senior Technical Support Engineer, Observe by Snowflake

Snowflake·CH-Zurich-Observe·18 апр.

Senior Technical Support Engineer, Observe by Snowflake

🏢 ОфисSeniorПолная занятость
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Наша компания

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snow

О роли

Leading engineering teams at companies like Capital One, Topgolf, and Dialpad rely on Observe to troubleshoot hundreds of terabytes of telemetry daily while maintaining reliability at enterprise scale. As part of Snowflake, Observe combines startup-style ownership and velocity with the global reach, operational excellence, and ecosystem of one of the world’s leading data platforms. As a Senior Tec

Чем предстоит заниматься

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

Наши требования

Technical Expertise
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
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
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake
How do you want to make your impact?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com
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
S
Snowflake
CH-Zurich-Observe

ГрейдSenior
ЗанятостьПолная занятость
РегионНе Россия
ФорматОфис
ИсточникСкрыто
Опубликовано18 апр.
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