Senior Cloud Support Engineer (Cloud)

TL;DR

Senior Cloud Support Engineer (Cloud): Managing customer cases and accelerating time-to-resolution for the Snowflake platform with an accent on AI-driven troubleshooting and deep SQL analysis. Focus on root-cause analysis of complex queries, optimizing cloud resource usage, and improving platform stability through AI-assisted diagnostics.

Location: Remote (Must be based in Japan). Shift: 12:00 PM to 9:00 PM JST.

Company

A leading cloud data platform powering the era of the agentic enterprise.

What you will do

• Own the end-to-end customer experience from initial triage through resolution and follow-up.
• Leverage AI assistants and prompt engineering to accelerate triage and root-cause analysis.
• Partner with Engineering, Product, and Customer Success teams to resolve systemic platform issues.
• Document technical solutions in knowledge bases and refine AI-assisted drafts for quality.
• Manage customer cases as a full-stack technical resource to ensure platform stability.
• Participate in holiday/weekend rotations and on-call requirements.

Requirements

• 5+ years of experience in customer-facing technical support.
• Fluency in written and verbal Japanese and intermediate English reading and writing skills.
• Advanced SQL proficiency, including analytical/window functions and experience with execution plans.
• Experience with major cloud platforms such as AWS, Azure, or GCP.
• Proficiency with JSON, XML, and other semi-structured data formats.
• Ability to work a shift schedule from 12:00 PM to 9:00 PM JST.

Nice to have

• Snowflake certification (SnowPro) or other relevant cloud certifications.
• Experience with MPP (massively parallel processing) or distributed databases.
• Knowledge of database migration, ETL processes, and CI/CD tooling.
• Ability to interpret system performance metrics (CPU, I/O, RAM, Network stats).
• Experience designing high availability and disaster recovery plans.