Senior Technical Support Engineer, Observe by Snowflake

Snowflake1 weeks ago

Location

CH-Zurich-Observe

Type

Full Time

Salary

CHF 116,000 – 152,250

Level

Senior

Role

Senior Technical Support Engineer

Posted

Apr 18, 2026

Full TimeSenior

The role

Summary

A Senior Technical Support Engineer role at Observe by Snowflake in Zurich, focusing on delivering expert-level technical support for an AI-powered observability platform. The ideal candidate will troubleshoot complex technical issues, collaborate across teams, and drive customer success in the EMEA region.

What you'll do

Technical Support Delivery: Provide expert-level technical support to customers through multiple communication channels, resolving complex technical issues related to the observability platform.

Performance Optimization: Partner with engineering teams to become a subject matter expert on performance issues, leading initiatives to improve platform performance and educate internal teams.

AI-Driven Support Enhancement: Design and build AI skills to increase technical support engineering productivity, quality, and speed.

Escalation Management: Own and manage high-priority escalations, coordinating with engineering and product teams to drive comprehensive issue resolution.

Documentation and Knowledge Management: Create and maintain high-quality technical documentation, including knowledge base articles and runbooks.

Customer Advocacy: Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights.

On-Call Support: Participate in on-call rotation to support urgent customer issues outside normal business hours.

Continuous Improvement: Proactively contribute to process improvement, support tooling, and automation initiatives.

Team Development: Mentor junior support engineers and facilitate knowledge sharing across the team.

What we look for

Technical

Operating System KnowledgeComprehensive understanding of Linux, Unix, macOS, and Windows operating systems

Scripting ProficiencyProficient in Python or Bash scripting languages

Cloud Platform ExperienceExperience with AWS, Azure, or Google Cloud Platform

Kubernetes SkillsWorking knowledge of Kubernetes, including troubleshooting, scaling, and deployment contexts

Education

Technical DegreeBachelor's degree in Computer Science, Information Technology, or related technical field

Experience

Technical Support Experience5+ years in technical support or customer-facing engineering role, preferably in SaaS, DevOps, or observability environments

Skills

Required skills

Diagnostic SkillsStrong diagnostic and debugging skills across complex distributed systems

CommunicationAbility to translate complex technical topics for non-technical audiences

Problem SolvingExceptional problem-solving skills with a methodical, customer-first approach

Nice to have

Observability ToolsExperience with Prometheus, Grafana, Jaeger, Loki, or similar monitoring platforms

OpenTelemetryProficiency in configuring and troubleshooting distributed tracing, metrics, and logging

Infrastructure as CodeExperience with Terraform and CI/CD tools like GitHub Actions or Jenkins

Compensation & benefits

Salary

CHF 116,000 – 152,250 (annual)

Benefits

Global Opportunity

Part of Snowflake, combining startup-style ownership with global enterprise reach

Career Development

Opportunities to mentor, lead initiatives, and shape support processes

Innovative Environment

Work with AI-native technologies and an experimental, dynamic work culture

Interview process

1
Initial Screening — Preliminary review of application and qualifications
2
Technical Interview — In-depth discussion of technical skills, problem-solving approach, and experience
3
Team Fit Interview — Assessment of collaboration skills, communication, and alignment with company values
4
Final Interview — Comprehensive evaluation with senior leadership