About the Job
Join Snowflake Support, where we are committed to providing high-quality resolutions to enhance data-driven business insights and results. Our team consists of subject matter experts dedicated to our customers’ success, forming partnerships through listening, learning, and building connections. We uphold core values of putting customers first, acting with integrity, taking initiative and accountability, and ensuring we deliver results.
We are looking for a Senior Cloud Support Engineer who is passionate about working with data and solving various technical issues. In this role, you will provide customers with technical guidance and expert advice on the effective use of the Snowflake Data Warehouse. You will act as the voice of the customer within Snowflake’s product and engineering teams, facilitating product feedback and improvement. You will also participate in building knowledge within the team and contribute to strategic initiatives for organizational and process improvements.
Responsibilities
- Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers via email, web, and phone.
- Adhere to response and resolution SLAs to ensure expedited resolution of customer issues.
- Utilize the Snowflake environment and third-party tools to investigate issues.
- Document known solutions for internal and external knowledge bases.
- Report well-documented bugs and feature requests from customer submissions.
- Partner with engineering teams to prioritize and resolve customer requests.
- Participate in incident management and on-call rotations.
- Provide support coverage during holidays and weekends based on business needs.
Ideal Candidate Qualifications
- Bachelor’s or Master’s degree in Computer Science or a related discipline.
- 5+ years of experience in a Technical Support environment or a similar customer-facing role.
- Excellent writing and communication skills in English with meticulous attention to detail.
- Ability to collaborate within a global team.
- Understanding of data warehousing fundamentals.
- Proficient in debugging, rewriting, and troubleshooting complex SQL queries.
- Strong knowledge of RDBMS, SQL data types, aggregations, and functions.
- Familiarity with RDBMS workload management and performance tuning.
- Experience with database migration and ETL processes.
- Scripting or coding skills in any programming language.
- Understanding of major cloud service providers and their ecosystems.
Nice to Haves
- Experience with distributed databases such as big data or MPP (massively parallel processing) databases.
- Troubleshooting skills across various operating systems (Windows, Mac, *Nix).
- Solid knowledge of internet protocols (TCP/IP, HTTP/S, SFTP, DNS) and related diagnostic tools.
- Understanding of cloud computing security concepts.
Join a fast-growing team at Snowflake, where we are scaling our operations to support our customers and enable growth. We are seeking individuals who share our values, promote innovative thinking, and aspire to build a future for themselves and for Snowflake.
