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Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud, engineered for scale. It ingests and stores logs, metrics, traces, and events on an open, scalable data lakehouse using open formats like Apache Iceberg at dramatically lower cost. 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 a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for customers in the APAC region. This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences.
You will be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams. This is an opportunity to shape how support is delivered and contribute to the evolution of the platform and processes.
Key responsibilities include: delivering expert-level technical support through phone, email, and chat; troubleshooting and resolving complex technical issues involving the observability platform, integrations, and customer environments; partnering with engineering teams to become a subject matter expert on performance issues related to dashboards, monitors, and datasets; designing and building AI skills that increase technical support engineering productivity, quality, and speed; owning and managing high-priority escalations; creating and maintaining high-quality technical documentation including knowledge base articles and runbooks; acting as a technical liaison between customers and internal teams; participating in on-call rotation for urgent customer issues; contributing to process improvement and support automation initiatives; and mentoring junior support engineers.
REQUIREMENTS:
- Bachelor's degree in Computer Science, Information Technology, or related technical field
- 5+ years in technical support or customer-facing engineering role, ideally in SaaS, DevOps, or observability-focused environment
- Deep familiarity with operating systems (Linux, Unix, macOS, Windows) and modern networking concepts
- Proficiency in scripting languages such as Python or Bash
- Experience with cloud platforms (AWS, Azure, Google Cloud Platform)
- Working knowledge of Kubernetes, particularly in troubleshooting, scaling, and deployment contexts
- Strong diagnostic and debugging skills across complex distributed systems
- Exceptional problem-solving skills and methodical, customer-first approach to issue resolution
- Clear, concise communication ability to translate complex technical topics for non-technical audiences
- Calm under pressure with ability to multitask and prioritize in high-stakes situations
- Collaborative mindset with track record of building strong working relationships across functions
- Demonstrated leadership potential, including ability to lead a team, mentor colleagues, and autonomously manage initiatives
BONUS: Experience with observability/monitoring tools (Prometheus, Grafana, Jaeger, Loki); proficiency with OpenTelemetry (OTEL); experience using Terraform with CI/CD tools (Github Actions, Jenkins); hands-on experience with Kubernetes clusters (Helm, CNI, CSI, kubectl, k9s); exposure to modern data storage and retrieval systems (SQL, NoSQL, data warehousing).
