Senior Cloud Support Engineer

Where Data Does More. 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 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.
Ability to work the 1st/morning shift, which typically starts from 6 am IST
Applicants should be flexible with schedule changes to meet business needs

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 of 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

In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance.

Extensive experience with at least one major cloud service provider

Advanced understanding of cloud services, architecture, and best practices.

Proficient in database patch and release management.

Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)

Experience with designing and implementing high availability and disaster recovery plans.

NICE TO HAVE:

Knowledge of distributed computing principles and frameworks Hadoop, Spark).

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.