Senior Technical Support Engineer, Observe by Snowflake

Key Responsibilities

• 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.
• Create and maintain high-quality technical documentation, including knowledge base articles and runbooks.
• Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution.
• Proactively contribute to process improvement, tooling, and support automation initiatives.
• Mentor junior support engineers and help level up the broader team through knowledge sharing.

Requirements

• 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.

Soft Skills

• 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.

Bonus Points

• 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.
• 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.