Join the Snowflake Support team, dedicated to providing high-quality resolutions that enable data-driven business insights and results. As a Senior Cloud Support Engineer, you will engage with customers to deliver exceptional service and technical guidance regarding their use of the Snowflake Data Warehouse. Your role will involve collaborating with engineering teams to relay product feedback and assisting in strategic initiatives aimed at enhancing customer support.
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You should have experience working in a 24x7 environment, handling technical case escalations, and familiarizing yourself with database release management. Your responsibilities will include driving technical solutions, adhering to service level agreements, utilizing the Snowflake environment and third-party tools for issue investigation, and documenting known solutions for internal and external reference.
Location: Riyadh Region
Work Conditions: Full-time, with rotating shifts:
- 1st Shift: 6 AM to 3 PM (Sunday to Thursday)
- 2nd Shift: 2 PM to 11 PM (Sunday to Thursday)
- 3rd Shift: 10 PM to 7 AM (Sunday to Thursday)
- Weekend On-call Rotation: Fri 7 AM - Sun 6 AM (47 Hours)
Key Responsibilities:
- Analyze and resolve complex technical problems for customers via email, web, and phone.
- Ensure fast resolution of customer issues and maintain accurate documentation.
- Serve as a liaison between customers and the engineering teams.
- Take part in incident management and support during holidays and weekends as required.
Ideal Candidate:
- A Bachelor's or Master's degree in Computer Science or equivalent discipline.
- 5+ years of experience in a Technical Support or similar customer-facing role.
- Excellent writing and communication skills in English, with a strong attention to detail.
- Proficiency with major public cloud providers (AWS, Azure, GCP).
- Familiarity with security concepts such as RBAC, OAuth, SAML, SSO, and IAM.
- Networking technology expertise including TCP/IP, HTTP/HTTPS, and DNS.
Language Requirement:
- Excellent written and spoken English is required.
Nice to Haves:
- Experience with scripting/coding in Python, Java, .Net, NodeJS, or R.
- Public cloud certification on AWS, Azure, or Google Cloud, and security-related certifications.
Join Snowflake to be part of a rapidly growing company committed to innovation and customer satisfaction in the field of cloud data solutions.
