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 by forming partnerships with customers, listening, learning, and building connections. Snowflake’s core values are reflected in everything we do; we prioritize putting customers first, acting with integrity, owning initiative and accountability, and delivering results.
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About the Role
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 technical experience across various operating systems, database technologies, big data, data integration, connectors, and networking. As a Senior Cloud Support Engineer, you will delight our customers with your passion and knowledge of Snowflake Data Warehouse. Customers will rely on you for technical guidance and expert advice regarding their effective and optimal use of Snowflake. You will serve as the voice of the customer within Snowflake’s product and engineering teams, providing feedback for product improvements and playing an integral role in building knowledge within the team.
In this role, you may be assigned to work with one or more Snowflake Priority Support customers, developing a strong understanding of how they leverage the Snowflake platform and delivering exceptional service to help 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.
- Utilize the Snowflake environment, connectors, 3rd party partner software, and tools for issue investigation.
- Document known solutions for both internal and external knowledge bases.
- Report well-documented bugs and feature requests based on customer submissions.
- Partner with engineering teams to prioritize and resolve customer requests.
- Participate in incident management and an 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 of experience in a Technical Support environment or a similar technical function in a customer-facing role.
- Excellent writing and communication skills in English with strong attention to detail.
- Ability to work collaboratively across global teams.
- Experience in customer-focused support, providing a personalized support experience.
- Familiarity with configuring/troubleshooting drivers such as ODBC, JDBC, and various programming languages (Python, Java, .Net).
- Strong understanding of Amazon AWS services and similar services in Microsoft Azure and Google Cloud ecosystems.
- Ability to debug issues in programming languages such as Python, Java, or Scala.
- Familiarity with ETL/ELT processes and reporting tools (e.g., AWS Glue, Tableau).
- Experience troubleshooting database connectivity issues and writing SQL queries.
- Excellent troubleshooting skills in various operating systems (Windows, Mac, Linux).
Nice to Have
- Experience working with big data or massively parallel processing (MPP) databases.
- Understanding of Data Warehousing fundamentals and database migration.
- Experience with cloud computing security concepts and virtualization solutions (VMware, Docker).
Join us in providing world-class support and making an impact on our customers’ success in their data initiatives.
