Senior Technical Support Engineer – Observe Platform

About the role

Snowflake is seeking a Senior Technical Support Engineer for its AI‑powered observability platform, Observe. You will act as a trusted advisor for APAC customers, resolving complex issues and shaping support processes.

Key responsibilities

• Provide expert‑level technical support via phone, email and chat, troubleshooting the Observe platform, integrations and customer environments.
• Own high‑priority escalations, coordinate with engineering and product teams, and drive resolutions.
• Partner with performance engineering to become the subject‑matter expert on dashboards, monitors and datasets, leading performance‑improvement initiatives.
• Design and build AI‑driven support tools, create documentation, and mentor junior engineers.

Required profile

• 5+ years in technical support or customer‑facing engineering, preferably in SaaS, DevOps or observability.
• Strong diagnostic and debugging skills for complex distributed systems, with a calm, customer‑first approach.
• Excellent communication skills, able to translate technical concepts for non‑technical audiences.
• Demonstrated leadership potential and ability to mentor teammates.

Required skills

• Proficiency in Python and Bash scripting.
• Experience with cloud platforms (AWS, Azure, Google Cloud).
• Hands‑on knowledge of Kubernetes (including Helm, CNI, CSI, kubectl, k9s).
• Familiarity with observability tools such as Prometheus, Grafana, Jaeger, Loki and OpenTelemetry.
• Infrastructure as code using Terraform and CI/CD pipelines (GitHub Actions, Jenkins).
• Understanding of SQL, NoSQL and data‑warehousing technologies.