Senior Technical Support Engineer

Responsibilities

• Deliver expert-level technical support to customers through phone, email, and chat
• Troubleshoot and resolve complex technical issues involving the observability platform, integrations, and customer environments
• Partner with engineering teams to become a subject matter expert on performance issues related to dashboards, monitors, and datasets
• Design and build AI skills to increase technical support engineering productivity and speed
• Own and manage high-priority escalations, coordinating with engineering and product teams
• Create and maintain high-quality technical documentation, knowledge base articles, and runbooks
• Act as a technical liaison between customers and internal teams to translate feedback into product insights
• Participate in the on-call rotation to support urgent customer issues
• Mentor junior support engineers and contribute to process improvement and automation

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related technical field
• 5+ years in a technical support or customer-facing engineering role, ideally in SaaS, DevOps, or observability
• Deep familiarity with Linux, Unix, macOS, and Windows operating systems
• Proficiency in scripting languages such as Python or Bash
• Experience with cloud platforms like AWS, Azure, or Google Cloud Platform
• Working knowledge of Kubernetes in troubleshooting, scaling, and deployment contexts
• Strong diagnostic and debugging skills across complex distributed systems

Preferred Qualifications

• Experience with observability tools such as Prometheus, Grafana, Jaeger, or Loki
• Proficiency with OpenTelemetry (OTEL) for distributed tracing, metrics, and logging
• Experience using Terraform and CI/CD tools like GitHub Actions or Jenkins
• Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s
• Exposure to SQL, NoSQL, and data warehousing technologies

About the Company

Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud. It allows engineering teams to ingest and store logs, metrics, traces, and events on an open, scalable data lakehouse to troubleshoot production issues faster.