Senior Support Engineer in London

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. Your role isn't just to execute a function, but to help redefine the future of how work gets done.

AS A SENIOR SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• Develop business relationships and integrate activities with other ET departments to ensure successful implementation and support of project efforts.
• Work with local department managers to analyze and resolve problems associated with technical issues, and recommend solutions for changing needs.
• Provide Global support by managing tickets within our ET Service Management Ticketing System (ServiceNow) and understanding when to escalate priority issues.
• Follow standard operating procedures and quickly redirect problems to appropriate resources when needed.
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote ET support and pass them down to the Level 1 help desk.
• Actively participate as a Global ET member and participate in global projects.
• Manage and prioritize multiple problems and issues with minimal supervision, demonstrating excellent organizational skills and a teamwork approach to work, while also acting independently to solve problems as necessary.
• Exhibit excellent oral and written communication skills with strong interpersonal skills.
• Manage projects and have an understanding of project methodology.
• Demonstrate strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demands.
• Have working knowledge of video collaboration (Zoom) and provide local A/V support.
• Prepare the office for new product or service releases and stay at the forefront of emerging industry practices, ensuring compliance with IT security and general controls.
• Maintain local inventory accuracy and coordinate equipment.
• Prepare new hire hardware for deployment.
• Run weekly new hire orientation.
• Troubleshoot client-side network connectivity issues.

OUR IDEAL SENIOR SUPPORT ENGINEER WILL HAVE:

• Minimum of 5+ years experience supporting information technology infrastructure.
• Minimum of 2 years experience providing executive-level support.
• Strong experience with Mac OS systems at the user level.
• Experience with change control policies and procedures.
• Experience administering small-size corporate server rooms.
• Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, ServiceNow, Office 365 Administration, Google Administration, Jamf Administration, Active Directory Administration.
• Must be able to work a flexible schedule, including overtime and after-hours work.
• Onsite role.

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.