Remote Malaysia - Kuala Lumpur•Posted: Jul 18•Deadline: Aug 17
YOUR PROFILE
We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the
regional front line for complex customer issues.
In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows,
system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and
Deployment teams to identify root causes and guide issues through to resolution.
This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.
You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions,
managing incidents, and communicating clearly during high-impact situations.
As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will
prioritize work, decide when to escalate, and represent Support in the region while collaborating closely with teams in Europe.
This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence
tooling, documentation, and support processes as we scale.
WHAT YOU'LL DO
* Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour,
workflows, and integrations
* Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate
root causes
* Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting
application issues
* Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
* Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and
incident discussions
* Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations
into actionable insights
* Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and
Deployment teams in Europe to drive resolution
* Make prioritization and escalation decisions independently during regional business hours
* Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and
Product
* Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to
scale
WHAT YOU'LL NEED
A structured and analytical engineer who enjoys solving technical puzzles and navigating complex systems. You should be
comfortable asking questions, working through ambiguity, and tracing problems through data, logs, and application behaviour.
The Ideal Candidate:
* 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
* Enjoys debugging complex issues
* Communicates clearly with both technical and non-technical stakeholders
* Takes ownership of problems until resolution
* Detail-oriented and methodical when analysing systems
Core Technical Skills:
* Ability to troubleshoot complex software systems
* Working knowledge of SQL
* Experience investigating issues using data and database queries
* Familiarity with browser developer tools (DevTools, Network tab)
* Ability to inspect request/response data (e.g., JSON payloads)
* Structured problem-solving and root cause analysis
BONUS POINTS FOR
* Experience supporting SaaS or enterprise software
* Familiarity with application logs and debugging workflows
* Experience working with ticketing systems and customer-facing technical support
* Exposure to relational database schemas and data models
WHY YOU’LL LOVE WORKING WITH US
* Work in a fast-growing and interesting industry
* Flexible work that best fits your needs and the role
* Competitive compensation
* Top-notch offices and equipment
* Continuous improvement and learning opportunities to grow your career
* Team activities, not the usual one just to look nice on social media but what our team choose and ask for
* A great team of engaged passionate and helpful people
Zurich-Observe•Posted: Apr 18•Deadline: Aug 16
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.
Observe 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.
Leading 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.
As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers in the EMEA 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.
You’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.
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
* Technical Expertise
* 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.
SOFT SKILLS
* Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution.
* Clear, concise communicator able to translate complex technical topics for non-technical audiences.
* Calm under pressure, with the ability to multitask and prioritize in high-stakes situations.
* Collaborative mindset, with a track record of building strong working relationships across functions.
* Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage
initiatives.
BONUS POINTS
* Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms.
* Proficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging.
* Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or
Jenkins.
* Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s.
* Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies.
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
Sydney•Posted: Apr 23•Deadline: Aug 16
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.
Observe 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.
Leading 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.
As 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.
You’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.
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
* Technical Expertise
* 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.
SOFT SKILLS
* Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution.
* Clear, concise communicator able to translate complex technical topics for non-technical audiences.
* Calm under pressure, with the ability to multitask and prioritize in high-stakes situations.
* Collaborative mindset, with a track record of building strong working relationships across functions.
* Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage
initiatives.
BONUS POINTS
* Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms.
* Proficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging.
* Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or
Jenkins.
* Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s.
* Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies.
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
