Senior Technical Support Engineer, Observe by Snowflake

📋 Description

• Deliver expert-level technical support to customers through phone, email, and chat.
• Troubleshoot and resolve complex technical issues involving our observability platform
• Partner with engineering teams to become the SME on performance issues for dashboards, monitors
• Design and build AI skills to increase productivity, quality and speed of support engineering.
• Own high-priority escalations and coordinate with engineering and product teams to drive resolution.
• Create and maintain high-quality technical documentation and runbooks.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years in technical support or customer-facing engineering, SaaS/DevOps/observability background
• Linux/Unix/macOS/Windows, modern networking concepts.
• Scripting: Python or Bash.
• Cloud: AWS, Azure, Google Cloud Platform.
• Kubernetes knowledge for troubleshooting, scaling, deployment.

🎁 Benefits

• Experience with observability tools: Prometheus, Grafana, Jaeger, Loki.
• Proficiency with OpenTelemetry (OTEL) for distributed tracing, metrics, and logging.
• Terraform experience with CI/CD (GitHub Actions, Jenkins).