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Snowflake is seeking a Senior Cloud Support Engineer to deliver world-class technical support for its cloud data platform. This role combines deep technical troubleshooting with customer empathy and an AI-first mindset. You will own customer cases end-to-end, from triage through resolution, leveraging AI assistants and diagnostics to accelerate root-cause analysis while maintaining accuracy and safety standards.
Key responsibilities include managing customer issues with focus on business impact and platform stability, using AI-assisted triage to summarize logs and generate hypotheses, and critically validating AI outputs before sharing with customers. You'll utilize Snowflake environments, connectors, and internal tools to investigate and test solutions. Cross-functional collaboration with Engineering, Product, and Customer Success teams is essential to resolve systemic issues. You'll document solutions in knowledge bases, refine AI-assisted drafts for quality, and provide feedback on product behavior, documentation gaps, and AI-tool performance. Bug reporting and collaboration with engineering teams on feature requests is part of the role. Operational coverage includes holiday/weekend rotations and on-call requirements.
Required qualifications include 5+ years of technical support experience (ideally 24x7 customer-facing), strong AI fluency with prompt engineering and critical validation skills, and experience with AI-powered tooling. Solid SQL troubleshooting skills and knowledge of at least one major RDBMS are essential. You must understand SQL data types, aggregations, advanced functions including analytical/window functions, query lifecycle, profiles, and execution/explain plans. Proficiency with JSON, XML, and semi-structured data formats, along with experience querying and transforming such data, is required. In-depth knowledge of caching mechanisms and major cloud platform experience (AWS, Azure, GCP) are mandatory. You need deep understanding of resource locks and concurrent transaction management, plus strong written/verbal Japanese communication and basic English verbal skills with intermediate-or-higher English reading/writing.
The role requires ability to work a shift schedule from 12:00 PM to 9:00 PM JST (including 1-hour break), with potential schedule flexibility based on business needs. Preferred qualifications include Snowflake experience, CI/CD tooling expertise, AI-powered support or SRE workflow experience, relevant certifications (SnowPro, cloud certs), distributed/MPP database experience, database migration and ETL background, cloud cost optimization skills, query performance tuning, and expertise in high availability, disaster recovery, and resource allocation optimization.
