Snowflake8 дней назад
Senior Cloud Support Engineer
Зарплата не указана
Полная занятостьУдалёнка
Обязанности
- 01Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates
- 02Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards
- 03Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability
- 04Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels
- 05Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing
- 06Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions
- 07Partner with Engineering, Product, and Customer Success to resolve systemic issues
- 08Document solutions in knowledge bases, refining AI-assisted drafts for quality
- 09Provide input on product behavior, documentation gaps, and AI-tool performance
- 10Document and collaborate on bugs and feature requests with engineering teams
- 11Support holiday/weekend rotations and on-call requirements
Требования
- 015+ years of experience in technical support (customer-facing, ideally 24x7)
- 02Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation
- 03Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments
- 04Solid technical troubleshooting skills, including comfort with SQL
- 05Strong knowledge of at least one major RDBMS
- 06In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions
- 07Proven experience with query lifecycle, profiles, and execution/explain plans
- 08Advanced skills in interpreting SQL queries and execution workflow logic
- 09Proficiency with JSON, XML, and other semi-structured data formats
- 10Experience with querying and transforming semi-structured data
- 11In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance
- 12Major cloud platform experience (AWS, Azure, GCP)
- 13Basic understanding of cloud services, architecture, and best practices
- 14A deep understanding of resource locks and experience with managing concurrent transactions
- 15Strong written/verbal Japanese communication
- 16Basic verbal communication skills in English
- 17Intermediate or higher English reading and writing skills
Условия
- 01Ability to work a shift schedule from 12:00 PM to 9:00 PM JST, including a 1-hour break
- 02May require schedule flexibility and shift changes based on business needs