Senior Cloud Support Engineer

About the Job
Build the future of the AI Data Cloud by joining the Snowflake team. Snowflake Support is dedicated to providing high-quality resolutions to deliver data-driven business insights and results. Our team of subject matter experts works collaboratively towards our customers’ success by forming partnerships through listening, learning, and building connections.

At Snowflake, our core values—putting customers first, acting with integrity, owning initiative and accountability, and getting things done—are fundamental to our approach to delivering world-class support.

We are looking for a Senior Cloud Support Engineer who is passionate about working with data and solving a wide variety of technical issues. This role requires expertise in various operating systems, database technologies, big data, data integration, connectors, and networking. You will be expected to provide technical guidance and expert advice on effectively leveraging the Snowflake Data Warehouse, advocating on behalf of customers to our product and engineering teams, and contributing to knowledge-building within the team.

You may work with one or more Snowflake Priority Support customers, developing a deep understanding of their use cases to deliver exceptional service, ensuring they achieve optimal performance from their Snowflake implementations.

Key Responsibilities

• Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners through email, web, and phone.
• Adhere to response and resolution SLAs and escalation processes for fast resolution of customer issues.
• Utilize the Snowflake environment, connectors, and third-party partner software for issue investigation.
• Document known solutions to the internal and external knowledge base.
• Report well-documented bugs and feature requests from customer submissions.
• Collaborate with engineering teams in prioritizing and resolving customer requests.
• Participate in incident management and on-call rotation.
• Contribute to a variety of Support initiatives.
• Provide support coverage during holidays and weekends based on business needs.

Ideal Qualifications

• Bachelor’s or Master’s degree in Computer Science or a related discipline.
• 5+ years of experience in a Technical Support environment or similar customer-facing role.
• Excellent writing and communication skills in English with a keen attention to detail.
• Experience in a designated customer-focused support role, providing personalized support with deep knowledge of customer environments.
• Proficiency in configuring and troubleshooting drivers such as ODBC, JDBC, Python Connector, NodeJS, Go, .Net, etc.
• Strong understanding of Amazon AWS Services or similar services in Microsoft Azure and Google Cloud Ecosystems.
• Debugging experience in languages such as Python, Java, or Scala.
• Familiarity with ETL/ELT tools, reporting tools, and database concept proficiency including writing SQL queries.
• Excellent troubleshooting ability across various operating systems (Windows, Mac, *Nix).
• Knowledge of internet protocols (TCP/IP, HTTP/S, DNS) and diagnostic tools for troubleshooting connectivity.
• Experience with data loading of file formats like CSV, Parquet, JSON.

Nice to Haves

• Experience with big data and/or MPP (massively parallel processing) databases.
• Understanding of Data Warehousing fundamentals and concepts.
• Database migration and ETL experience.
• Scripting experience in .Net, NodeJS, R, or Go.
• Experience supporting applications on AWS or Microsoft Azure.
• Familiarity with virtualization solutions (VMware, Docker, Virtualbox).
• Understanding of cloud computing security concepts.

Snowflake is rapidly growing and scaling our team to enable and accelerate our growth. We are seeking individuals who share our values and push the pace of innovation while building a successful career at Snowflake. How do you want to make your impact?