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About the Role

Snowflake seeks AI-native thinkers to power the era of the agentic enterprise. You will leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution safely and responsibly. This role blends deep hands-on troubleshooting with customer empathy and communication skills.

Responsibilities

• Manage customer cases from initial triage through resolution and follow-up, ensuring clear communication and timely updates.
• Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.
• Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.
• Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.
• Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing.
• Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.
• Partner with Engineering, Product, and Customer Success to resolve systemic issues.
• Document solutions in knowledge bases, refining AI-assisted drafts for quality.
• Provide input on product behavior, documentation gaps, and AI-tool performance.
• Document and collaborate on bugs and feature requests with engineering teams.
• Support holiday/weekend rotations and on-call requirements.

Requirements

• Ability to work a shift schedule from 12:00 PM to 9:00 PM JST, including a 1-hour break.
• May require schedule flexibility and shift changes based on business needs.
• 5+ years of experience in technical support (customer-facing, ideally 24x7).
• Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation.
• Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments.
• Solid technical troubleshooting skills, including comfort with SQL.
• Strong knowledge of at least one major RDBMS.
• In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions.
• Proven experience with query lifecycle, profiles, and execution/explain plans.
• Advanced skills in interpreting SQL queries and execution workflow logic.
• Proficiency with JSON, XML, and other semi-structured data formats.
• Experience with querying and transforming semi-structured data.
• In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance.
• Major cloud platform experience (AWS, Azure, GCP).
• Basic understanding of cloud services, architecture, and best practices.
• A deep understanding of resource locks and experience with managing concurrent transactions.
• Strong written/verbal Japanese communication.
• Basic verbal communication skills in English.
• Intermediate or higher English reading and writing skills.

Skills

• AI fluency
• Prompt engineering
• Context management
• AI-powered tooling
• SQL
• RDBMS
• JSON
• XML
• Semi-structured data formats
• Caching mechanisms
• Cloud platforms (AWS, Azure, GCP)
• Cloud services
• Resource locks
• Concurrent transactions
• Japanese communication
• English communication

Work Type

• 24x7 technical support

Experience Level

• Senior

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.