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Build the future of the AI Data Cloud. 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 them through listening, learning, and building connections.
As a Senior Cloud Support Engineer, you will address various technical challenges leveraging your experience with different operating systems, database technologies, big data, data integration, connectors, and networking. Your role will include providing technical guidance and expert advice for optimal use of the Snowflake Data Warehouse. You will act as a liaison between customers and Snowflake’s product and engineering teams, contributing to product feedback and improvements.
You will also be responsible for developing a strong understanding of customer use cases and ensuring exceptional service delivery to achieve maximum continuity and performance from their Snowflake implementation.
Location: Riyadh Region
Work Conditions: Full-time, 24/7 shifts with rotating schedules (1st Shift: 6 AM - 3 PM, 2nd Shift: 2 PM - 11 PM, 3rd Shift: 10 PM - 7 AM). Weekend on-call shifts also included.
Responsibilities:
- Drive technical solutions to complex problems via email, web, and phone.
- Adhere to response and resolution SLAs for fast issue resolution.
- Utilize Snowflake environment and tools for investigation.
- Document solutions to enhance the knowledge base.
- Report bugs and feature requests from customers.
- Partner with engineering teams for prioritizing customer requests.
- Participate in incident management and on-call rotation.
- Provide support coverage during holidays and weekends as required.
Qualifications:
- Bachelor’s or Master’s degree in Computer Science or equivalent.
- 5+ years experience in a Technical Support role or similar customer-facing position.
- Excellent writing and communication skills in English.
- Familiarity with data warehousing fundamentals.
- Ability to debug, rewrite, and troubleshoot complex SQL queries.
- Strong knowledge of RDBMS, SQL data types, and analytical functions.
- Good understanding of database performance and query execution.
- Experience with database migration and ETL.
- Scripting/coding experience in any programming language.
Preferred Qualifications:
- Experience with distributed databases (e.g., big data, MPP).
- Troubleshooting skills on various operating systems (Windows, Mac, *Nix).
- Understanding of internet protocols (TCP/IP, HTTP/S, etc.).
- Familiarity with cloud computing security concepts.
Snowflake is looking for individuals who share their values, challenge conventional views, and advocate for innovation while contributing to building a successful future.
Language Requirements: Excellent communication skills in English are required.
