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Senior Technical Support Engineer, Observe by Snowflake

Snowflake Inc.· Global Support
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Fins Only-AU-SydneyA$117k - A$167.9kFull-timePosted 5mo ago

About the role

Senior Technical Support Engineer providing expert-level technical support for Observe by Snowflake in APAC, focusing on troubleshooting, performance issues, and collaboration with product and engineering to improve platform and support processes.

Responsibilities

  • Deliver expert-level technical support to customers through phone, email, and chat.
  • Troubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments.
  • Partner with engineering teams responsible for performance to become the subject matter expert on performance issues related to components like dashboards, monitors, and datasets. Lead initiatives to improve performance and educate engineering, technical support, and sales engineering teams on best practices.
  • Help to design and build AI skills that increase technical support engineering productivity, quality and speed.
  • Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution.
  • Create and maintain high-quality technical documentation, including knowledge base articles and runbooks.
  • Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights.
  • Participate in the on-call rotation to support urgent customer issues outside normal hours.
  • Proactively contribute to process improvement, tooling, and support automation initiatives.
  • Mentor junior support engineers and help level up the broader team through knowledge sharing.

Qualifications

  • 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 a SaaS, DevOps, or observability-focused environment.
  • Deep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts.
  • Proficient in scripting languages such as Python or Bash.
  • Experience with cloud platforms like AWS, Azure, or Google Cloud Platform.
  • Working knowledge of Kubernetes; particularly in troubleshooting, scaling, and deployment contexts.
  • Strong diagnostic and debugging skills across complex distributed systems.

Skills

Required:Technical support experienceCloud platforms
Last updated Oct 1, 2026. Interested? Apply on the company site.

About Snowflake Inc.

The Data Platform Built for Data Teams.

Snowflake powers AI, data engineering, applications, and analytics on a trusted, scalable AI Data Cloud—eliminating silos and accelerating innovation.

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