Senior Cloud Support Engineer

About the Position

Senior Cloud Support Engineer

Location: Tokyo, Japan

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.

Responsibilities

• Customer Value and Incident Ownership

  • Customer Experience Improvement: Handle customer inquiries from initial investigation to resolution and follow-up, ensuring proper communication and timely updates.
  • AI-Assisted Support: Utilize AI assistants and diagnostic tools to streamline initial responses and root cause analysis.
  • Results-Oriented Problem Solving: Provide support that goes beyond mere issue resolution, focusing on preventing recurrence and enhancing system reliability.
  • Customer Interaction: Offer technical analysis and advice through email, web conferences, and phone, tailoring communication to the customer's technical level.

• Technical Response and Internal Collaboration

  • AI-Assisted Investigation: Use AI for log analysis, hypothesis generation, and answer drafting, verifying content before providing it to customers.
  • Technical Investigation: Investigate and verify issues using Snowflake environments, connectors, and internal tools.
  • Cross-Department Collaboration: Work with Engineering, Product, and Customer Success teams to solve complex problems and product challenges.
  • Knowledge Management: Register solutions in the knowledge base and review AI-generated drafts, making necessary modifications.
  • Feedback and Improvement Suggestions: Provide feedback on product behavior, documentation gaps, and AI tool improvements.
  • Bug Management: Document bugs and feature improvement requests, collaborating with the Engineering team to resolve issues.
  • Support Structure Participation: Participate in on-call rotations and weekend shifts.

Requirements

• Required Experience and Skills

  • 5+ years of technical support experience (customer support experience required)
  • Experience in a 24/7 support environment
  • Experience with AI tools
  • Ability to evaluate and verify AI outputs
  • Ability to independently investigate and analyze without relying on AI when necessary
  • Experience with SQL for problem analysis
  • Log analysis experience
  • Basic knowledge of major RDBMS products
  • Understanding of SQL data types, aggregation processes, and functions
  • Experience analyzing query execution plans and query profiles
  • Experience handling semi-structured data (JSON, XML, etc.)
  • Experience searching and converting semi-structured data
  • Experience with major cloud services (AWS, Azure, GCP, etc.)
  • Understanding of cloud architecture
  • Deep understanding of lock control and concurrency control
  • Excellent reading, writing, and oral communication skills in Japanese
  • Basic oral communication skills in English
  • Intermediate or higher reading and writing skills in English

• Preferred Experience and Skills

  • Experience with Snowflake products
  • Experience with workflow automation or CI/CD environment setup and operation
  • Experience with AI-assisted support or SRE operations
  • SnowPro or cloud-related certifications
  • Experience with distributed databases, big data platforms, and MPP databases
  • Experience with database migration and ETL projects
  • Experience with cloud cost management and optimization
  • SQL performance tuning experience
  • Practical experience with JOIN optimization and query improvement
  • Experience with database patching and release management
  • Ability to analyze performance metrics (CPU, memory, I/O, network, etc.)
  • Experience with high availability (HA) and disaster recovery (DR) design and operation
  • Experience with data warehouse resource management and optimization
  • Knowledge of scaling cloud resources up and out
  • Experience with job and task scheduling optimization

We Offer

• Competitive salary and benefits
• Opportunity to work in a fast-growing, innovative company
• Collaborative and dynamic work environment
• Professional growth and development opportunities

About the Company

Snowflake 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.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com