Senior Cloud Support Engineer

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don't just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset - who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

Senior Cloud Support Engineer (CSE)

JOB DESCRIPTION

Snowflake seeks a Senior Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset. You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution - safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal.

Key Responsibilities:

As a Senior Cloud Support Engineer, you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor.

Customer Value and Incident Ownership

- Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.

- Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.

- Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.

- Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.

Technical Execution and Collaboration

- AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses - critically validating outputs before sharing.

- Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.

- Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues.

- Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality.

- Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance.

- Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams.

- Operational Coverage: Support holiday/weekend rotations and on-call requirements

Special Requirement:

- Ability to work a shift schedule from 12:00 PM to 9:00 PM JST, including a 1-hour break.

- May require schedule flexibility and shift changes based on business needs.

Required Qualifications:

- 5+ years of experience in technical support (customer-facing, ideally 24x7).

- Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation.

- Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments.

- Solid technical troubleshooting skills, including comfort with SQL.

- Strong knowledge of at least one major RDBMS

- In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions.

- Proven experience with query lifecycle, profiles, and execution/explain plans.

- Advanced skills in interpreting SQL queries and execution workflow logic.

- Proficiency with JSON, XML, and other semi-structured data formats.

- Experience with querying and transforming semi-structured data.

- In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance.

- Major cloud platform experience (AWS, Azure, GCP)

- Basic understanding of cloud services, architecture, and best practices.

- A deep understanding of resource locks and experience with managing concurrent transactions.

- Strong written/verbal Japanese communication.

- Basic verbal communication skills in English

- Intermediate or higher English reading and writing skills

Preferred:

- Snowflake experience

- Advance Workflow automation CI/CD tooling experience

- AI-powered support or SRE workflow experience

- Relevant certifications (SnowPro, cloud certs)

- Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases.

- Database migration and ETL exp