Customer Support Engineer

Customer Support Engineer

Western Australia - 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.

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 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. We provide both proactive and reactive assistance, tackling everything from use-case guidance and setup questions to diagnosing product issues, managing enhancements, resolving implementation challenges, recovering data, handling upgrades, and overseeing 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 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 technically tenacious. You’re comfortable and clued-in on cloud technologies like AWS and GCP. 

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. 

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. 

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 Western Australia (Perth), 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+8  (approx working hours 8am-5pm local).

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 for 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 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.