1 week ago

Senior Cloud Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Own end-to-end customer support cases for platform stability, driving faster time-to-resolution while delivering a world-class experience. Use AI assistants and diagnostics to accelerate triage, root-cause analysis, and safe troubleshooting, and document solutions in knowledge bases. Collaborate with Engineering, Product, and Customer Success to resolve systemic issues, support on-call and holiday/weekend rotations, and communicate technical guidance via email, web, and phone.

Location: Tokyo

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Manage customer issues from initial triage through resolution and follow-up with clear communication and timely updates.
•Use AI-assisted triage to summarize logs, generate hypotheses, and draft responses while validating outputs for accuracy and safety.
•Investigate and test fixes using the Snowflake environment, connectors, and internal tools.
•Collaborate with Engineering, Product, and Customer Success to resolve systemic issues and document learnings in knowledge bases.
•Support operational coverage including holiday/weekend rotations and on-call requirements.

Key Requirements

•5+ years of customer-facing technical support experience (ideally 24x7).
•Strong AI fluency, including prompt engineering and critically validating AI outputs (and knowing when to fall back to manual investigation).
•Comfort with SQL and strong troubleshooting skills, plus solid knowledge of at least one major RDBMS.
•In-depth understanding of SQL features such as data types, aggregations, analytical/window functions, and query lifecycle/execution plans.
•Strong written/verbal Japanese communication, with basic verbal and intermediate+ reading/writing in English.

Experience:Technical support24x7 support

Skills:Customer empathyCommunicationProblem-solvingCross-functional collaborationCritical thinking

Certifications:SnowProCloud certs

Languages:JapaneseEnglish

Tech Stack:AI assistantsPrompt engineeringSQLSnowflakeRDBMSJSONXMLAWSAzureGCPExplain plans

Company Brief

Snowflake

Provides a cloud-native data platform for data warehousing, data engineering, data science, and analytics, enabling organizations to store, process, and share large-scale data across multiple cloud providers with elastic scalability and performance.

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Bozeman, United States

Founded: 2012

Website LinkedIn

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Snowflake

1 week ago

Senior Cloud Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Tokyo

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Manage customer issues from initial triage through resolution and follow-up with clear communication and timely updates.
•Use AI-assisted triage to summarize logs, generate hypotheses, and draft responses while validating outputs for accuracy and safety.
•Investigate and test fixes using the Snowflake environment, connectors, and internal tools.
•Collaborate with Engineering, Product, and Customer Success to resolve systemic issues and document learnings in knowledge bases.
•Support operational coverage including holiday/weekend rotations and on-call requirements.

Key Requirements

•5+ years of customer-facing technical support experience (ideally 24x7).
•Strong AI fluency, including prompt engineering and critically validating AI outputs (and knowing when to fall back to manual investigation).
•Comfort with SQL and strong troubleshooting skills, plus solid knowledge of at least one major RDBMS.
•In-depth understanding of SQL features such as data types, aggregations, analytical/window functions, and query lifecycle/execution plans.
•Strong written/verbal Japanese communication, with basic verbal and intermediate+ reading/writing in English.

Experience:Technical support24x7 support

Skills:Customer empathyCommunicationProblem-solvingCross-functional collaborationCritical thinking

Certifications:SnowProCloud certs

Languages:JapaneseEnglish

Tech Stack:AI assistantsPrompt engineeringSQLSnowflakeRDBMSJSONXMLAWSAzureGCPExplain plans

Company Brief

Snowflake

Industry: Data Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Bozeman, United States

Founded: 2012

Website LinkedIn