Associate Solution Engineer position with Snowflake in Tokyo.
About this role
The Senior Cloud Support Engineer sits within Snowflake’s Global Support organization and serves as a customer-facing technical resource for the Snowflake environment. The role combines case ownership, hands-on troubleshooting, incident response, and customer communication, with responsibility for improving time to resolution and platform reliability.
The engineer manages issues from initial triage through resolution and follow-up, analyzes logs, investigates connectors and internal tools, and uses AI assistants and diagnostics to develop and test hypotheses while validating their output. The role also documents solutions, reports bugs and feature requests, and works with Engineering, Product, and Customer Success on systemic issues. Technical work includes SQL troubleshooting, relational database systems, query lifecycles, profiles, execution plans, data types, aggregations, and analytical or window functions.
Applicants must have at least five years of customer-facing technical support experience and strong technical troubleshooting skills. The posting also requires AI fluency, including prompt engineering, context management, critical validation of AI-generated output, and the ability to conduct manual investigation when needed.
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