Senior Support Engineer

About the role

Snowflake is looking for a Senior Support Engineer to join its Warsaw team. The role combines global ticket management, collaboration with Enterprise Technology (ET) departments, and on‑site support for hardware, software, and video‑conferencing tools. You will help define support processes while working in a fast‑moving, AI‑focused environment.

Key responsibilities

• Develop business relationships and integrate activities with other ET departments to ensure successful implementation and support of projects.
• Manage tickets in ServiceNow, escalating priority issues and following standard operating procedures.
• Document and implement SOPs and customer service guidelines for remote ET support and pass them to the Level 1 help desk.
• Provide local A/V and video‑collaboration (Zoom) support and prepare the office for new product releases.
• Maintain local inventory, coordinate equipment, and prepare new‑hire hardware.
• Run weekly new‑hire orientation and troubleshoot client‑side network connectivity issues.

Required profile

• 5+ years supporting IT infrastructure and 2+ years providing executive‑level support.
• Strong experience with Mac OS at the user level and administering small‑size corporate server rooms.
• Experience with change‑control policies and procedures.
• Ability to manage multiple issues independently, with excellent organizational and communication skills.
• Willingness to work a flexible schedule, including overtime and after‑hours work.

Required skills

• Mac OS
• Zoom
• Slack
• Okta
• Confluence
• JIRA
• ServiceNow
• Office 365
• Google Workspace
• Jamf
• Active Directory