Snowflake

Senior Cloud Support Engineer

JP-Tokyo. Posted 2 months ago

The role

Senior Cloud Support Engineer will manage customer inquiries to ensure platform stability and high-quality support experiences. The role involves using AI tools for troubleshooting, log analysis, and knowledge base improvement.

What you will do

  • Manage customer inquiries from initial investigation to resolution and follow-up.
  • Use AI assistants and diagnostic tools to streamline initial response and root cause analysis.
  • Provide technical analysis and advice via email, web meetings, and phone.
  • Perform technical investigations using Snowflake environments, connectors, and internal tools.
  • Collaborate with Engineering, Product, and Customer Success teams to solve complex issues.
  • Register solutions in the knowledge base and review AI-generated drafts.
  • Provide feedback on product behavior, documentation gaps, and AI tool improvements.
  • Document bugs and feature requests to work with the Engineering team.
  • Participate in holiday, weekend rotation, and on-call support.

Required qualifications

  • 5 years or more of technical support experience including customer interaction.
  • Experience using AI tools.
  • Ability to appropriately evaluate and verify AI output.
  • Ability to conduct independent investigation and analysis without relying on AI when necessary.
  • Experience in problem analysis using SQL.
  • Log analysis experience.
  • Basic knowledge of major RDBMS products.
  • Understanding of SQL data types, aggregation processing, and functions.
  • Experience analyzing query execution plans and query profiles.
  • Experience handling semi-structured data such as JSON and XML.
  • Experience searching and converting semi-structured data.
  • Experience using major cloud services such as AWS, Azure, or GCP.

Nice to have

  • Experience in 24/7 support environments.
  • Experience in escalation handling, on-call, and incident management.
  • Experience using Snowflake products.
  • Experience in workflow automation or building/operating CI/CD environments.
  • Experience in AI-driven support or SRE work.
  • SnowPro or cloud-related certifications.
  • Experience operating distributed databases, big data platforms, or MPP databases.
  • Experience in database migration or ETL projects.
  • Experience in cloud cost management and optimization.
  • Experience in SQL performance tuning.

About the company

Snowflake is powering the era of the agentic enterprise and is growing fast.