Customer Support Engineer at Snowplow

Snowplow is the global leader in customer data infrastructure for AI, providing organizations with the tools to own and unlock the value of their behavioral data. Our platform powers AI-driven marketing, digital products, and fraud detection for industry leaders like Burberry, Strava, and AutoTrader. Following our 40 million dollar Series B funding round led by NEA, we are looking for a Senior Customer Support Engineer to join our team. This role is fully remote, though we are specifically seeking candidates based in Western Australia to align with our local technical teams. You will work Monday through Friday, from 8am to 5pm UTC+8.

Key outcomes

• Provide proactive and reactive assistance to our global customer base, managing everything from use-case guidance to complex infrastructure troubleshooting.
• Diagnose and resolve product issues, implementation challenges, and data recovery tasks across AWS, GCP, and Azure environments.
• Collaborate with a highly technical, data-driven team to ensure the reliability of event pipelines that process billions of events per month.
• Maintain high standards for security, documentation, and operational processes while helping customers maximize the value of their real-time event data.
• Act as a technical specialist, continuously learning and adapting to our evolving product range and complex technology stack.

Requirements

• Strong problem-solving skills and the ability to remain calm and focused during technical crises.
• Proven experience in web development, with a particular proficiency in JavaScript.
• Technical familiarity with cloud technologies, specifically AWS and GCP.
• Excellent communication skills, with the ability to explain complex technical concepts to customers with empathy and clarity.
• An analytical mindset and a genuine passion for the data industry, including real-time events and AI analytics.
• Fluency in English.
• A degree in a technology or data-related field, graduation from a coding boot camp, or equivalent professional experience.

Preferred qualifications

• Practical experience working with SQL.
• A demonstrated interest in building a long-term career within a mission-critical technical support environment.

Compensation

We offer a competitive compensation package that includes share options. Our benefits program is designed to support your well-being and professional success, featuring:

• Flexible working hours.
• A generous paid time off allowance.
• A dedicated home office equipment budget and a MacBook.
• Enhanced maternity, paternity, shared parental, and adoption leave.

How to apply

If you are an innovative problem solver who is eager to grow with a global leader in data infrastructure, we would love to hear from you. Please submit your application to be considered for this role. We value potential and drive, so we encourage you to apply even if you do not meet every single requirement listed.