Senior Cloud Support Engineer

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level. 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 to join our team.As a Senior Cloud Support Engineer , your role is to delight our customers with your passion and knowledge of the Snowflake AI Data Cloud. 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 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. 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, 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 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 Demonstrate good problem-solving skills and be process-oriented 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 written and verbal 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. Understanding of basic Python and Java code. Basic understanding of Windows and Linux Operating Systems Basic understanding of Data Warehousing fundamentals and concepts Ability to write and understand basic SQL queries Work with customers to address any programmability-related issues. Support the integration of third-party APIs and services into our applications. Able to read a program in Python and Java and extract meaningful logic/content. Understanding of software development principles, including object-oriented programming and version control systems Git, GitHub, GitLab) Experience with software development tools and environments Visual Studio Code, Eclipse, or IntelliJ IDEA). Understanding of RESTful APIs and web services. NICE TO HAVE: Working experience in containerization and orchestration tools Docker, Kubernetes). Experience with AWS Lambda and related AWS services S3, DynamoDB, API Gateway, SNS). Understanding of event-driven architectures and microservices. Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway. Able to identify packages from import statements. Able to read library API documentation and use them effectively. 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.