Senior Technical Support Engineer, Observe by Snowflake

The role

You will act as a trusted advisor and technical resource for customers. You will resolve high-impact technical issues and collaborate with product, engineering, and customer success teams.

What you will do

• Deliver expert-level technical support through phone, email, and chat.
• Troubleshoot and resolve complex technical issues involving the observability platform, integrations, and customer environments.
• Partner with engineering teams to become a subject matter expert on performance issues.
• Design and build AI skills to increase support productivity, quality and speed.
• Own and manage high-priority escalations.
• Create and maintain technical documentation, knowledge base articles and runbooks.
• Act as a technical liaison between customers and internal teams.
• Participate in the on-call rotation to support urgent customer issues outside normal hours.
• Contribute to process improvement, tooling, and support automation initiatives.
• Mentor junior support engineers.

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• 5+ years in a technical support or customer-facing engineering role.
• Deep familiarity with operating systems (Linux, Unix, macOS, and Windows).
• 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 in troubleshooting, scaling, and deployment contexts.
• Strong diagnostic and debugging skills across complex distributed systems.

Nice to have

• 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.

About the company

Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud. It combines startup-style ownership and velocity with the global reach and operational excellence of Snowflake.