Senior Cloud Support Engineer

Snowflake
Tokyo
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer empathy","Written communication","Verbal communication","Critical thinking","Cross-functional collaboration"]

Own customer support cases end-to-end, driving faster time-to-resolution while maintaining platform stability and a world-class support experience. Triage issues using AI-assisted diagnostics to accelerate log review, root-cause analysis, and safe, accurate responses. Troubleshoot with deep SQL and RDBMS knowledge, collaborate cross-functionally to resolve systemic issues, and improve knowledge bases through high-quality documentation and feedback.

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FursaFursa
Snowflake
Snowflake
1 month ago

Senior Cloud Support Engineer

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Own customer support cases end-to-end, driving faster time-to-resolution while maintaining platform stability and a world-class support experience. Triage issues using AI-assisted diagnostics to accelerate log review, root-cause analysis, and safe, accurate responses. Troubleshoot with deep SQL and RDBMS knowledge, collaborate cross-functionally to resolve systemic issues, and improve knowledge bases through high-quality documentation and feedback.
Location: Tokyo
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Manage customer issues from triage through resolution and follow-up, ensuring clear communication and timely updates.
  • •Use AI assistants and diagnostics to accelerate triage and root-cause analysis while validating accuracy and safety.
  • •Perform hands-on troubleshooting using Snowflake environment tools, connectors, and internal tooling to investigate and test fixes.
  • •Collaborate with Engineering, Product, and Customer Success to resolve systemic issues and support bug reporting and feature requests.
  • •Maintain operational coverage via on-call and holiday/weekend rotations, and document solutions in knowledge bases.

Key Requirements

  • •5+ years of customer-facing technical support experience, ideally 24x7.
  • •Strong AI fluency, including prompt engineering and validating AI outputs before using them.
  • •Solid technical troubleshooting skills with comfort using SQL and strong knowledge of at least one major RDBMS.
  • •In-depth SQL knowledge (data types, aggregations, analytical/window functions) plus experience with query lifecycle, profiles, and explain plans.
  • •Ability to communicate in Japanese (written/verbal) and work a shift schedule from 12:00 PM to 9:00 PM JST.
Skills:Customer empathyWritten communicationVerbal communicationCritical thinkingCross-functional collaboration
Languages:JapaneseEnglish
Tech Stack:AI assistantsPrompt engineeringSQLRDBMSJSONXMLAWSAzureGCPSemi-structured dataKnowledge basesOn-call rotationsIncident management

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
WebsiteLinkedIn