Senior Cloud Support Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Oversee customer inquiries from initial assessment to resolution and follow-up, ensuring effective communication and timely updates.

• Utilize AI tools and diagnostics to enhance triage and root-cause analysis while adhering to accuracy and safety standards.

• Emphasize business outcomes by addressing issues, minimizing recurrence, and enhancing reliability.

• Offer technical analysis and support through email, web, and phone channels.

• Employ AI to summarize logs, formulate hypotheses, and create responses while verifying outputs.

• Use Snowflake environments, connectors, and internal resources to explore and test solutions.

• Collaborate with Engineering, Product, and Customer Success teams to resolve systemic challenges.

• Record solutions in knowledge bases and refine AI-generated drafts.

• Provide insights on product behavior, documentation deficiencies, and AI-tool performance.

• Document and engage with engineering teams on bugs and feature requests.

• Participate in holiday/weekend rotations and on-call responsibilities.

• Work the 12:00 PM–9:00 PM JST shift, including a one-hour break, with potential schedule adjustments based on business requirements.

⛳️ Requirements

• Over 5 years of experience in customer-facing technical support, preferably in 24x7 environments.

• Strong proficiency in AI, including prompt engineering, context management, critical validation of AI outputs, and fallback judgment for manual investigations.

• Experience with AI-driven tools and contemporary support environments.

• Excellent technical troubleshooting abilities, especially in SQL.

• Profound knowledge of at least one major relational database management system.

• Comprehensive understanding of SQL data types, aggregations, advanced functions, and analytical/window functions.

• Familiarity with query lifecycles, profiles, and execution/explain plans.

• Advanced skills in interpreting SQL queries and execution workflow logic.

• Proficient in JSON, XML, and other semi-structured data formats.

• Experience in querying and transforming semi-structured data.

• Extensive knowledge of caching mechanisms and strategies.

• Familiarity with at least one major cloud platform: AWS, Azure, or GCP.

• Basic understanding of cloud services, architecture, and best practices.

• Strong insight into resource locks and concurrent transaction management.

• Excellent written and verbal communication skills in Japanese.

• Basic English verbal communication skills.

• Intermediate or higher proficiency in English reading and writing.

• Preferred: Experience with Snowflake.

• Preferred: Advanced experience in workflow automation and CI/CD tools.

• Preferred: Background in AI-powered support or Site Reliability Engineering (SRE) workflows.

• Preferred: Relevant certifications such as SnowPro or cloud certifications.

• Preferred: Experience in distributed databases, database migration, ETL, cloud cost management, query tuning, database patch/release management, systems performance metrics, high availability/disaster recovery, data warehousing optimization, cloud scaling, and job/task scheduling.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a collaborative team environment.

• Comprehensive health and wellness programs.

• Access to cutting-edge technologies and tools.