Customer Support Engineer

Job description

Customer Support Engineer

Colombia/Remote

LI-Remote

About Snowplow:

Snowplow is the global leader in customer data infrastructure for AI, enabling every organization to transform raw behavioral data into governed, high-fidelity fuel for AI-powered applications—including advanced analytics, real-time personalization engines, and AI agents.

Digital-first companies like Strava, HelloFresh, Auto Trader, Burberry, and DPG Media use Snowplow to collect and process event-level data in real time, delivering it securely to their warehouse, lake, or stream, and integrate deep customer context into their applications.

Thousands of companies rely on Snowplow to uncover customer insights, predict customer behaviors, hyper-personalize customer experiences, and detect fraud in real time.

The Opportunity:

Our product range is expanding rapidly.

We now orchestrate and monitor Snowplow event pipelines across 250 customer-owned AWS, GCP, and Azure sub-accounts.

At the same time, our rapidly growing CDI offering demands an increasingly diverse skill set within Support.

And with our new product launch - Snowplow Signals - we are accelerating into the world of AI Our customers, our product, and our business are rapidly engaging with the latest AI use cases and technologies.

We are actively engaged with AI across the board.

Our Customer Support team is highly technical, data-savvy and data-driven.

We provide both proactive and reactive assistance, tackling everything from use-case guidance and setup questions to diagnosing product issues, resolving implementation challenges, recovering data, and overseeing infrastructure management.

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

We'd love to hear from you if you are:

• Someone who wants to learn and apply rigor to AI tech and use cases.
  
  This is our direction.
  
  We're moving fast.
  
  You'll need to be, or get comfortable with, AI in all forms.
  
  
• 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.
  
  
• You're calm in a crisis.
  
  You're flexible.
  
  You cut through the noise and spot the priorities.
  
  
• You're technically tenacious.
  
  You're comfortable and clued-in on cloud technologies like AWS and GCP.
  
  Web development and web apps weave their magic for you.
  
  You'd jump all over a JavaScript problem.
  
  
• You're dedicated to data.
  
  You're fascinated by the evolving data industry, from real-time events to the power of AI and analytics.
  
  You're eager to deepen your expertise in this space.
  
  
• You're qualified.
  
  You might have a technology 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.
  
  
• 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.
  
  
• You see technical support as a place to sharpen your skills and build a career.
  
  At Snowplow, you'll have that opportunity.
  
  This skilled, multidisciplinary role involves working with a complex tech stack and navigating external dependencies.
  
  Our Support team is mission-critical, ensuring customers' pipelines run reliably - many of which process billions of events per month—while helping them maximize the value of their real-time event data.
  
  

This is a fully remote role, but we are specifically looking to hire in Colombia, where you will have the opportunity to work closely with our technical teams in the same region.

This is 24x7 support.

We have specific coverage needs to fill.

Right now, that means we're looking for someone who can work these days and time zone:

Monday-Friday UTC-5 to UTC-6 (approx working hours 8am-5pm local).

What We Offer You in Return:

A competitive package, including share options

Flexible working

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

MacBook and home office equipment allowance

Enhanced maternity, paternity, shared parental and adoption leave

Snowplow is dedicated to building and supporting a brilliant, diverse and hugely inclusive team.

We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation.

Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence.

Employment is conditional upon the successful completion of background screening and verification of right-to-work documentation in accordance with applicable laws.

Required Skill Profession

Other General