Senior Cloud Support Engineer - Data Platform

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. We form partnerships with customers by listening, learning, and building connections.  

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Senior Cloud Support Engineer who likes working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of operating systems, database technologies, big data, data integration, connectors, and networking.

As a Senior Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of Snowflake Data Warehouse.  Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake.  You will be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers. You will develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation.

 Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management.

AS A SENIOR CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• Drive technical solutions to complex problems providing in-depth analysis and guidance to Snowflake customers and partners using the following methods of communication: email, web, and phone

• Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectations

• Demonstrate good problem-solving skills and be process-oriented

• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues 

• Document known solutions to the internal and external knowledge base

• Report well-documented bugs and feature requests arising from customer-submitted requests

• Partner with engineering teams in prioritizing and resolving customer requests

• Participate in a variety of Support initiatives

• ​​Provide support coverage during holidays and weekends based on business needs

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

• Bachelor’s. or Master’s  degree in Computer Science or equivalent discipline

• 5+ years experience in a Technical Support environment or a similar technical function in a customer-facing role

• Excellent writing and communication skills in English with attention to detail

• Ability to work in a highly collaborative environment across global teams

• Basic familiarity with one major cloud service provider's ecosystem.

• Basic understanding of Windows and Linux Operating Systems

• Basic understanding of Data Warehousing fundamentals and concepts

• Ability to write and understand basic SQL queries

• Scripting/coding experience in any Python or Java

• Knowledge of TCP/IP and HTTP/S protocols.

• Skilled at troubleshooting connectivity issues on Windows, Mac, or Unix-like systems.

• Understanding of SSL/TLS handshake and troubleshooting SSL negotiation

• Driver Configuration skills for ODBC, JDBC

• Intermediate experience with system troubleshooting tools from the following: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorer

• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)Basic familiarity with one major cloud service provider's ecosystem.

• Basic understanding of data warehousing and ETL/ELT concepts.
  

NICE TO HAVE:

• Understanding of cloud computing security concepts

• Understanding of RESTful APIs and web services.

• Understanding of load balancer concepts (F5, nginx, etc)

• Familiar with Cloud service security concepts (Security Groups or NSG)

• Experienced with software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab)

• Familiarity with third-party troubleshooting tools such as Wireshark and Fiddler.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com