Senior Technical Support Engineer

Senior Technical Support Engineer

US West Coast - Remote

About Snowplow

Snowplow, the global leader in customer data infrastructure (CDI) for AI, enables every organization to own and unlock the value of its customer behavioral data to own its customer behavioral data.

The Snowplow CDI fuels AI-driven marketing, digital products and services, customer experiences and fraud detection, by enabling companies like Burberry, Strava, and AutoTrader to collect and manage real-time, structured and unstructured behavorial data governed in their cloud data platform.

With thousands of companies relying on Snowplow worldwide to generate AI-ready data to uncover deeper customer journey insights, predict customer behaviors, optimize differentiated customer experiences, and detect fraud; we are at the forefront of transforming how data-driven organizations leverage their customer behavioral data.

Following our $40 million Series B funding led by global venture capital firm NEA, known for investments in Databricks, MongoDB, and Elastic, we are seeking creative and innovative individuals to help us shape the future of Snowplow.

The Opportunity

Our product range has grown significantly: we now orchestrate and monitor Snowplow event pipelines across 200 customer-owned AWS, GCP and Azure sub-accounts; and we have a rapidly developing data analytics offering which needs an ever-increasing set of skills inside Support. We provide a wide range of both proactive, and reactive help: use-case and setup questions, identifying product issues and enhancement requests, resolving customer/implementation-specific problems, data recovery, upgrades and infrastructure management.

Our Customer Support team is highly technical, data-savvy and data-driven. A Support Engineer at Snowplow has the opportunity to work with a huge range of technologies and become a specialist over time. We provide 24x7 support for our global customer base. You will be working with people from across the globe. This is a demanding and varied role, which will keep you on your toes! 

What you’ll be doing:

Our Support Engineers work directly with customers to ensure we have a supportable and scalable infrastructure management ecosystem:

● Working directly with customers, taking the lead on best-practice architecture and management.

● Identifying and implementing improvements in our 24x7 monitoring suite, ensuring we can assess and respond to data delivery delays, outages and SLA breaches.

Maintaining our customer deployments; managing infrastructure; optimising for cost and performance.

● Infrastructure setups and shutdowns: handling destination setups end-to-end, managing pipeline setups and shutdowns.

● Streamlining and reducing human-in-the-loop processes. 

● Work closely with our SRE and other Engineering teams to get the right work in the right teams: shifting left or right as appropriate.

What we’re looking for:

Someone who loves to solve problems. All day. Every day. From the comfort of your own home, or from wherever in the world you want to work. If that's you, read on.

Someone who can talk to customers. Even more, you can help customers with complex technical issues, but with buckets of empathy. 

Someone with an analytical mind, who is absolutely unfazed by problems they don’t understand. Our product is technically complex. You’ll be learning every single day. 

Who you are:

● You’re calm in a crisis. You’re flexible. You cut through the noise and spot the priorities. 

● You’re passionate about programming. Web development and web apps weave their magic for you. 

● You’d jump all over a JavaScript problem. 

● You’re clued-in on cloud technologies like AWS and GCP.

● You’re qualified. You might have a Computer Science or data-related degree, or top marks from a coding boot camp, or you can demonstrate that level of knowledge. You have a mature and curious attitude to security, documentation and process. A bit of SQL might help. 

● But coding isn’t enough by itself. You’re going to be a great communicator. You’re keen to understand and help customers succeed with our product. You’re innovative and effective. You’re inquiring and keen to learn. 

● Most of all, you know that technical support is a place you can exercise your technical chops, and build a career. You’ll get the opportunity to do that at Snowplow. This is a skilled, multidisciplinary and demanding role, supporting a technology stack with multiple external dependencies. Our Support Engineering team is on a critical mission to keep our customers' event pipelines running robustly, many of which process billions of events per month, and to help our customers extract the most value from their real-time event data. 

Where you are:

We’re flexible on where you want to work from, but on this occasion, we are specifically looking to hire on the West Coast in California or Washington State.

This is 24x7 support, and we need someone who can work these days and time zone:

Monday to Friday UTC-7 to UTC-8 (approximate working hours 9am-5:30pm local, depending on your timezone).

If this sounds like you, please get in touch. 

We know that some of you might be reading this and thinking you need to be 100% qualified to even apply. But we value diversity, and we hire as much for potential as any qualification. If you think you can help solve our challenges, we’ll invest in your training. We can teach almost anything to someone with drive, a strong sense of ownership and a willingness to learn. 

What you’ll get for being awesome:

💰 Salary range between $70,000 - $80,000 + share options

🧘 Flexible working

🏖️ A generous holiday allowance no matter where you are in the world

✍️ 401k

🏥 Medical, dental and vision insurance

📋 Short & long term disability insurance

💻 MacBook and home office equipment allowance

🎉 Fun office with regular socials and all the snacks and drinks you can manage

🫶 1 week of volunteering a year for a cause you feel passionate about

👪 Enhanced maternity, paternity, shared parental and adoption leave