← All roles

Senior Cloud Support Engineer

Snowflake Inc.· Global Support
Apply on company site
JP-TokyoFull-timePosted 2mo ago

About the role

Senior Cloud Support Engineer specializing in SQL with AI-assisted troubleshooting, incident ownership, and 24/7/365 support in Snowflake's on-site Tokyo location.

Responsibilities

  • Manage customer cases from initial investigation to resolution and follow-up, ensuring timely updates and high-quality support
  • Leverage AI assistants and diagnostic tools to accelerate triage and root cause analysis
  • Provide outcomes-focused problem solving including recurrence prevention and reliability improvements
  • Communicate technical analyses and guidance to customers via email, web meetings, and phone, adapting to the customer's technical level
  • Conduct AI-assisted investigations using Snowflake environments, connectors, and internal tools
  • Collaborate with Engineering, Product, and Customer Success to resolve complex issues and product challenges
  • Contribute to knowledge management by documenting solutions, reviewing AI-generated drafts, and updating knowledge bases
  • Provide feedback on product behavior, documentation gaps, and AI tool improvements
  • Document bugs and feature requests, and work with Engineering to drive fixes
  • Participate in support coverage including holidays, weekends, and on-call rotations

Qualifications

  • 5+ years of technical support experience with customer-facing responsibilities
  • Experience in 24/7/365 support environments is preferred
  • Experience using AI tools in support workflows and ability to evaluate/verify AI outputs
  • Ability to perform independent investigation and analysis without over-reliance on AI
  • SQL-based problem analysis experience
  • Log analysis experience
  • Fundamental knowledge of major RDBMS products
  • Understanding of SQL data types, aggregation, and functions
  • Experience with EXPLAIN/Query Profiles design and interpretation
  • Experience handling semi-structured data (JSON, XML) and related search/transform operations
  • Experience with major cloud services (AWS, Azure, GCP) and cloud architecture concepts
  • Deep understanding of locking and concurrency control
  • Excellent Japanese reading/writing and verbal communication skills
  • Basic English verbal communication skills and intermediate+ English reading/writing

Skills

Required:SQL problem analysisLog analysisRDBMS conceptsSemi-structured data handlingAI in supportCloud platformsConcurrency controlJapanese communicationEnglish communication

Benefits

  • On-site shift availability from 12:00 to 21:00 with 1 hour break
  • Shift/flexible hours as needed
  • On-call and holiday/weekend rotation involvement
Last updated Sep 3, 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.

AIData CloudData EngineeringAnalyticsApplications & Collaboration
Company profileWebsite

More open roles at Snowflake Inc.