Senior Cloud Support Engineer

About the Job
Build the future of data. Join the Snowflake team. Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers' success. We form partnerships with customers by listening, learning, and building connections.

Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values that are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Senior Cloud Support Engineer who enjoys working with data and solving a wide variety of issues utilizing their technical experience with various operating systems, database technologies, big data, data integration, connectors, and networking.

As a Senior Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of Snowflake Data Warehouse. Customers will look to you for technical guidance and expert advice regarding their effective and optimal use of Snowflake. You will be the voice of the customer into Snowflake’s product and engineering teams, providing feedback and suggestions for product improvements. You will play an integral role in building knowledge within the team and be involved in strategic initiatives for organizational and process improvements.

Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers, developing a strong understanding of the customer’s use case and how they leverage the Snowflake platform. Your goal will be to deliver exceptional service, helping them achieve the highest levels of continuity and performance from their Snowflake implementation.

Responsibilities

• Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners through email, web, and phone communication.
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceed expectations.
• Utilize the Snowflake environment, connectors, third-party partner software, and tools to investigate issues.
• Document known solutions for the internal and external knowledge base.
• Report well-documented bugs and feature requests arising from customer submissions.
• Partner with engineering teams in prioritizing and resolving customer requests.
• Participate in incident management and on-call rotation.
• Engage in various Support initiatives and provide coverage during holidays and weekends based on business needs.

Qualifications

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline.
• 5+ years of experience in a Technical Support environment or similar technical function in a customer-facing role.
• Excellent writing and communication skills in English with attention to detail.
• Ability to work in a highly collaborative environment across global teams.
• Understanding of data warehousing fundamentals and concepts.
• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions.
• Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions.
• Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations.
• Experience with database migration and ETL processes.
• Scripting/coding experience in any programming language and familiarity with semi-structured data.
• Understanding of RDBMS workload management and database performance.
• Ability to interpret system performance metrics (CPU, I/O, RAM, Network stats).
• Experience troubleshooting database connectivity issues and understanding database patch and release management.

Nice to Haves

• Experience with distributed databases, such as big data or massively parallel processing (MPP) databases.
• Troubleshooting skills on various operating systems (Windows, Mac, *Nix).
• Solid understanding of internet protocols (TCP/IP, HTTP/S, SFTP, DNS) and ability to use diagnostic tools to troubleshoot connectivity issues.
• Understanding of cloud computing security concepts.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.