Senior Cloud Support Engineer
1 month ago
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 for expert advice with regards to their effective and optimal use of Snowflake. You will be the voice of the customer into Snowflake’s product and engineering teams for product feedback and improvements. 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.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 phoneAdhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectationsUtilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issuesDocument known solutions to the internal and external knowledge baseReport well-documented bugs and feature requests arising from customer submitted requestsPartner with engineering teams in prioritizing and resolving customer requestsParticipate in incident management and on-call rotationParticipate in a variety of Support initiativesProvide support coverage during holidays and weekends based on business needsOUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE :Bachelor’s. or Master’s degree in Computer Science or equivalent discipline5+ years experience in a Technical Support environment or a similar technical function in a customer-facing roleExcellent writing and communication skills in English with attention to detailAbility to work in a highly collaborative environment across global teamsExperience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environmentExperience in configuring/troubleshooting one or more of the following drivers - ODBC, JDBC, Python Connector, NodeJS, Go, .Net, etc.Strong understanding of Amazon AWS Services such as S3, SQS, SNS, Lambda Functions, API Gateway, VPC, Route 53, and/or similar services in Microsoft Azure and Google Cloud EcosystemsDebugging experience in one or more of Python, Java, and ScalaFamiliarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR etc.FAMILIARITY WITH DATABASE RELATED CONCEPTS AND WRITING SQL QUERIES :Experience troubleshooting database connectivity issues/codeExcellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)Good understanding of the technical fundamentals of the Internet. You should have knowledge of internet protocols such as TCP/IP, HTTP/S, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issuesExperience with Data Loading of File Formats such as CSV, Parquet, JSON etcAbility to reproduce and troubleshoot complex technical issuesNICE TO HAVES:EXPERIENCE WORKING WITH BIG DATA AND/OR MPP (MASSIVELY PARALLEL PROCESSING) DATABASESUnderstanding of Data Warehousing fundamentals and conceptsDatabase migration and ETL experienceScripting/coding experience In any of the following: .Net, NodeJS, R, GOExperience supporting applications running on either Amazon AWS or MS AzureExperience with virtualization solutions (VMware, Docker, Virtualbox, etc)Understanding of cloud computing security concepts
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