Senior Cloud Support Engineer

Snowflake

Senior Cloud Support Engineer responsible for customer case management and platform stability at Snowflake. Leveraging AI tools for support and ensuring world-class customer experience.

Posted 7/30/2026full-timeRemote • 🇯🇵 JapanSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support with a focus on customer experience, leveraging AI tools for efficient issue resolution and maintaining platform stability. Proficient in SQL and cloud platforms, with strong communication skills in Japanese and English.

Highest-signal resume keywords

Technical Support ExperienceAI FluencySQL ProficiencyCloud Platform ExperienceJapanese Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingSQLAI-Powered ToolingJSONXMLData AggregationCaching MechanismsQuery Lifecycle ManagementExecution PlansAnalytical Functions

Soft Skills

Clear CommunicationCustomer ManagementCollaboration

Tools & Technologies

SnowflakeAWSAzureGCP

Industry Keywords

Customer ExperienceSupport EnvironmentRoot-Cause AnalysisAI-Assisted DraftsConcurrent Transactions

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud PlatformRDBMSSQL

About the role

Key responsibilities & impact

Manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience
Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates
Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards
Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability
Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels
Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing
Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions
Partner with Engineering, Product, and Customer Success to resolve systemic issues
Document solutions in knowledge bases, refining AI-assisted drafts for quality
Provide input on product behavior, documentation gaps, and AI-tool performance
Document and collaborate on bugs and feature requests with engineering teams
Support holiday/weekend rotations and on-call requirements

Requirements

What you’ll need

5+ years of experience in technical support (customer-facing, ideally 24x7)
Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation
Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments
Solid technical troubleshooting skills, including comfort with SQL
Strong knowledge of at least one major RDBMS
In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions
Proven experience with query lifecycle, profiles, and execution/explain plans
Advanced skills in interpreting SQL queries and execution workflow logic
Proficiency with JSON, XML, and other semi-structured data formats
Experience with querying and transforming semi-structured data
In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance
Major cloud platform experience (AWS, Azure, GCP)
Basic understanding of cloud services, architecture, and best practices
A deep understanding of resource locks and experience with managing concurrent transactions
Strong written/verbal Japanese communication
Basic verbal communication skills in English
Intermediate or higher English reading and writing skills

Benefits

Comp & perks

Ability to work a shift schedule from 12:00 PM to 9:00 PM JST, including a 1-hour break
May require schedule flexibility and shift changes based on business needs