{"id":1568791,"url":"https://alion.io/job/snowflake-senior-technical-support-engineer-observe-by-snowflake-3","title":"Senior Technical Support Engineer, Observe by Snowflake","company":{"id":96,"name":"Snowflake","domain":"snowflake.com","url":"https://alion.io/company/snowflake","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":86,"open_postings":51,"ghost_share":0,"stale_share":0.549,"repost_share":0.02,"time_to_fill_p50_days":54,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":117000,"max":167900,"currency":"AUD","period":"year","gross":null,"usd_annual":117338},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Apache Iceberg","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"GCP","optional":false},{"name":"Kubernetes","optional":false},{"name":"Python","optional":false},{"name":"Snowflake","optional":false},{"name":"Windows","optional":false},{"name":"CI/CD","optional":true},{"name":"GitHub Actions","optional":true},{"name":"Grafana","optional":true},{"name":"Helm","optional":true},{"name":"Jaeger","optional":true},{"name":"Jenkins","optional":true},{"name":"k9s","optional":true},{"name":"kubectl","optional":true},{"name":"Loki","optional":true},{"name":"OpenTelemetry","optional":true},{"name":"Prometheus","optional":true},{"name":"SQL","optional":true},{"name":"Terraform","optional":true}],"status":"live","first_seen_at":"2026-09-30T20:12:19Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-19T09:10:28Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"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.\nObserve by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud and engineered for scale. We ingest and store logs, metrics, traces, and events on an open, scalable data lakehouse, using open formats like Apache Iceberg, at dramatically lower cost. A dynamic Context Graph and chat-based AI SRE provide rich context and automated workflows so teams can move from detection to root cause of production issue and resolution 10x faster.\nLeading engineering teams at companies like Capital One, Topgolf, and Dialpad rely on Observe to troubleshoot hundreds of terabytes of telemetry daily while maintaining reliability at enterprise scale. As part of Snowflake, Observe combines startup-style ownership and velocity with the global reach, operational excellence, and ecosystem of one of the world’s leading data platforms.\nAs a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers in the APAC region. This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences.\nYou’ll be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams. This is an opportunity to shape how support is delivered and to contribute to the evolution of our platform and processes.\nResponsibilities\nDeliver expert-level technical support to customers through phone, email, and chat.\n\nTroubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments.\n\nPartner 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.\n\nHelp to design and build AI skills that increase technical support engineering productivity, quality and speed.\n\nOwn and manage high-priority escalations, coordinating with engineering and product teams to drive resolution.\n\nCreate and maintain high-quality technical documentation, including knowledge base articles and runbooks.\n\nAct as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights.\n\nParticipate in the on-call rotation to support urgent customer issues outside normal hours.\n\nProactively contribute to process improvement, tooling, and support automation initiatives.\n\nMentor junior support engineers and help level up the broader team through knowledge sharing.\n\nQualifications\nTechnical Expertise\n\nBachelor's degree in Computer Science, Information Technology, or a related technical field.\n\n5+ years in a technical support or customer-facing engineering role, ideally in a SaaS, DevOps, or observability-focused environment.\n\nDeep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts.\n\nProficient in scripting languages such as Python or Bash.\n\nExperience with cloud platforms like AWS, Azure, or Google Cloud Platform.\n\nWorking knowledge of Kubernetes; particularly in troubleshooting, scaling, and deployment contexts.\n\nStrong diagnostic and debugging skills across complex distributed systems.\n\nSoft Skills\nExceptional problem-solving skills and a methodical, customer-first approach to issue resolution.\n\nClear, concise communicator able to translate complex technical topics for non-technical audiences.\n\nCalm under pressure, with the ability to multitask and prioritize in high-stakes situations.\n\nCollaborative mindset, with a track record of building strong working relationships across functions.\n\nDemonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage initiatives.\n\nBonus Points\nExperience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms.\n\nProficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging.\n\nExperience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or Jenkins.\n\nHands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s.\n\nExposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies.\n\nSnowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.\nHow do you want to make your impact?\nFor jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com","description_format":"text","description_chars":5726,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Warehouses & Lakehouses","Databases & DBMS","Data Marketplaces, Sharing & Clean Rooms"],"lifecycle":[{"event":"open","at":"2026-10-01T06:54:02Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.599,"p_room":1,"age_days":18,"expected_fill_days":54,"reasons":["conf:0","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":{"stated_usd_annual":117338,"is_top_pay":true},"html_url":"https://alion.io/job/snowflake-senior-technical-support-engineer-observe-by-snowflake-3","json_url":"https://alion.io/job/snowflake-senior-technical-support-engineer-observe-by-snowflake-3.json","meta":{"generated_at":"2026-10-19T09:56:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7058,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":96},"rest":"https://alion.io/mcp/rest/get_company?id=96"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsnowflake-senior-technical-support-engineer-observe-by-snowflake-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsnowflake-senior-technical-support-engineer-observe-by-snowflake-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsnowflake-senior-technical-support-engineer-observe-by-snowflake-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/snowflake-senior-technical-support-engineer-observe-by-snowflake-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsnowflake-senior-technical-support-engineer-observe-by-snowflake-3"}]}