Snowflake18.04.2026
Senior Technical Support Engineer, Observe by Snowflake
Полная занятостьCH-Zurich-Observe
Обязанности
- 01Deliver expert-level technical support to customers through phone, email, and chat
- 02Troubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments
- 03Partner with engineering teams responsible for performance to become the subject matter expert on performance issues related to components like dashboards, monitors, and datasets
- 04Lead initiatives to improve performance and educate engineering, technical support, and sales engineering teams on best practices
- 05Help to design and build AI skills that increase technical support engineering productivity, quality and speed
- 06Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution
- 07Create and maintain high-quality technical documentation, including knowledge base articles and runbooks
- 08Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights
- 09Participate in the on-call rotation to support urgent customer issues outside normal hours
- 10Proactively contribute to process improvement, tooling, and support automation initiatives
- 11Mentor junior support engineers and help level up the broader team through knowledge sharing
Требования
- 01Bachelor's degree in Computer Science, Information Technology, or a related technical field
- 025+ years in a technical support or customer-facing engineering role, ideally in a SaaS, DevOps, or observability-focused environment
- 03Deep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts
- 04Proficient in scripting languages such as Python or Bash
- 05Experience with cloud platforms like AWS, Azure, or Google Cloud Platform
- 06Working knowledge of Kubernetes; particularly in troubleshooting, scaling, and deployment contexts
- 07Strong diagnostic and debugging skills across complex distributed systems
- 08Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution
- 09Clear, concise communicator able to translate complex technical topics for non-technical audiences
- 10Calm under pressure, with the ability to multitask and prioritize in high-stakes situations
- 11Collaborative mindset, with a track record of building strong working relationships across functions
- 12Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage initiatives
Условия
- 01Participate in the on-call rotation to support urgent customer issues outside normal hours
- 02Position focused on EMEA region customers