SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Snowflake is seeking a Senior Cloud Support Engineer to deliver world-class technical support for its cloud data platform. This role combines deep hands-on troubleshooting with customer empathy and an AI-first mindset.
You will own customer cases end-to-end, from initial triage through resolution and follow-up. You'll leverage AI assistants and diagnostics to accelerate troubleshooting and root-cause analysis while maintaining accuracy and safety standards. The role requires strong technical execution across SQL, cloud platforms (AWS, Azure, GCP), and Snowflake-specific knowledge, paired with the ability to communicate complex technical concepts to customers at varying expertise levels.
Key responsibilities include managing customer incidents with focus on business impact, using AI-assisted triage to summarize logs and generate hypotheses, collaborating cross-functionally with Engineering and Product teams to resolve systemic issues, documenting solutions in knowledge bases, and providing feedback on product behavior and AI-tool performance. You'll support 24x7 operations including holiday/weekend rotations and on-call requirements.
Required qualifications: 5+ years in technical support (ideally 24x7 customer-facing), strong AI fluency including prompt engineering and critical validation of AI outputs, experience with AI-powered tooling, solid SQL troubleshooting skills, deep knowledge of at least one major RDBMS, proficiency with JSON/XML and semi-structured data, major cloud platform experience, understanding of resource locks and concurrent transactions, and fluent Japanese (written/verbal) with intermediate-or-higher English reading/writing.
Preferred: Snowflake experience, CI/CD workflow automation, AI-powered support or SRE workflows, relevant certifications (SnowPro, cloud), distributed/MPP database experience, database migration and ETL background, cloud cost optimization, query performance tuning, and high-availability/disaster-recovery design experience.
Special requirement: ability to work 12:00 PM–9:00 PM JST shift schedule with potential flexibility based on business needs.
