Senior Cloud Support Engineer

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 Core Values
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
• Getting it done

Job Opportunity
Snowflake’s Support team is expanding! We are looking for a Senior Cloud Support Engineer who likes working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of 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 the 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 for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of 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. You will develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to 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 using email, web, and phone.
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceed expectations.
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues.
• Document known solutions to the internal and external knowledge base.
• Report well-documented bugs and feature requests arising from customer submitted requests.
• Partner with engineering teams in prioritizing and resolving customer requests.
• Participate in incident management and on-call rotation.
• Provide support coverage during holidays and weekends based on business needs.

Qualifications

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline.
• 5+ years experience in a Technical Support environment or a 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.
• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment.
• Strong understanding of Amazon AWS Services such as S3, SQS, SNS, Lambda Functions, API Gateway, and VPC.
• Debugging experience in Python, Java, and Scala.
• Familiarity with ETL/ELT, reporting tools such as AWS Glue, Azure Data Factory, and Tableau.
• Strong understanding of database related concepts and writing SQL queries.
• Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix).
• Good understanding of the technical fundamentals of the Internet, including internet protocols such as TCP/IP, HTTP/S, and DNS.

Nice to Haves

• Experience working with big data and/or MPP (massively parallel processing) databases.
• Understanding of Data Warehousing fundamentals and concepts.
• Database migration and ETL experience.
• Scripting/coding experience in .Net, NodeJS, R, or GO.
• Experience supporting applications running on either Amazon AWS or MS Azure.

Please note that a rotating weekend on-call shift is also required, and shifts for the Support team will rotate quarterly among three different shifts.