About the Job
Join the Snowflake team and help build the future of the AI Data Cloud. Snowflake Support is dedicated to providing high-quality resolutions that enable data-driven business insights and results. Our team consists of subject matter experts who work collaboratively toward the success of our customers, forming partnerships by listening, learning, and building connections. Our core values include putting customers first, acting with integrity, owning initiative and accountability, and ensuring we get the job done.
We are seeking a Senior Cloud Support Engineer who is passionate about working with data and solving diverse issues using their technical experience across various operating systems, database technologies, big data, data integration, connectors, and networking. In this role, you will be responsible for providing exceptional technical guidance and expert advice to customers on their efficient use of the Snowflake Data Warehouse. You will also represent customer feedback to Snowflake’s product and engineering teams, contributing to both customer satisfaction and product improvement.
As a Senior Cloud Support Engineer, you will be assigned to work with one or more Snowflake Priority Support customers, developing a strong understanding of their use cases and ensuring they achieve optimal performance from their Snowflake implementations. Ideally, you have experience in a 24x7 support environment, managing technical case escalations, and incident management.
Responsibilities
- Drive technical solutions to complex problems while providing in-depth analysis and guidance to customers via email, web, and phone.
- Adhere to response and resolution service level agreements (SLAs) and escalation processes for fast issue resolution.
- Utilize the Snowflake environment, connectors, third-party software, and tools to investigate issues and document known solutions.
- Report well-documented bugs and feature requests from customer requests.
- Collaborate with engineering teams on prioritizing and resolving customer requests.
- Participate in incident management and on-call rotation.
- Contribute to various Support initiatives and provide coverage during holidays and weekends based on business needs.
Ideal Candidate Qualifications
- Bachelor’s or Master’s degree in Computer Science or a related technical field.
- 5+ years of experience in a Technical Support environment or a similar customer-facing role.
- Excellent written and verbal communication skills in English, with strong attention to detail.
- Ability to work collaboratively in a global environment.
- Understanding of data warehousing fundamentals and concepts.
- Proficiency in debugging, rewriting, and troubleshooting complex SQL queries.
- Strong knowledge of RDBMS, SQL data types, aggregations, and functions, including analytical/window functions.
- Familiarity with database query performance analysis and improvement strategies.
- Experience with database migration and ETL processes.
- Scripting/coding experience in a programming language.
- Understanding of cloud service provider ecosystems and performance metrics.
- Experience troubleshooting database connectivity issues and familiarity with database patch and release management.
Nice to Have
- Experience with distributed databases, big data, or massively parallel processing (MPP) databases.
- Troubleshooting capabilities across diverse operating systems (Windows, Mac, *Nix).
- A solid understanding of internet protocols (TCP/IP, HTTP/S, SFTP, DNS) and the capability to use diagnostic tools for connectivity issues.
- Knowledge of cloud computing security concepts.
If you are excited about the prospect of joining a fast-growing team that values innovation and customer success, we encourage you to apply and make your impact in the AI Data Cloud.
