Senior / Staff Cloud Support Engineer - Data Platform

About the Job: Join Snowflake's Support team, dedicated to providing high-quality resolutions that help drive data-driven business insights and results. As a Senior Cloud Support Engineer, you will leverage your technical experience with operating systems, database technologies, and data integration to assist customers in utilizing the Snowflake Data Warehouse effectively. You will serve as the customer's voice for product feedback and improvements, and play a key role in fostering knowledge and supporting strategic initiatives within the team.

Our support team operates across three shifts:

• 1st Shift: 6 AM to 3 PM, Sunday to Thursday
• 2nd Shift: 2 PM to 11 PM, Sunday to Thursday (rotates quarterly)
• 3rd Shift: 10 PM to 7 AM, Sunday to Thursday (rotates quarterly)
• Weekend On-call Shift: Fri 7 AM - Sun 6 AM (47 hours)

Responsibilities:

• Provide in-depth technical solutions and guidance to customers and partners via email, web, and phone.
• Maintain adherence to response and resolution SLAs; escalate issues as necessary.
• Utilize various tools and software to investigate and troubleshoot issues.
• Document known solutions for both internal and external knowledge bases.
• Partner with engineering teams to resolve customer requests.
• Participate in incident management and on-call rotation, providing holiday and weekend support as needed.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science or equivalent field.
• 5+ years of experience in a Technical Support role in a customer-facing capacity.
• Excellent communication skills in English, with keen attention to detail.
• Experience in a 24x7 environment handling technical case escalations and incident management.
• Familiarity with database technologies and experience in troubleshooting database connectivity issues.
• Understanding of Amazon AWS Services and/or similar services in other cloud ecosystems.
• Experience with programming or scripting in Python, Java, or other relevant languages.

Language Requirements:

• Proficiency in English is essential.

If you are motivated, value customer relationships, and seek to solve complex problems collaboratively, you are encouraged to apply and make an impact at Snowflake.