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 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 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 s core values which are reflected in everything we do 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 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 THE FOLLOWING 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 written and communication skills in English with attention to detail Ability to reproduce and troubleshoot complex technical issues In-depth knowledge of one of the major cloud service providers ecosystems ETL ELT tools knowledge such as AWS Glue EMR Azure Data Factory and Informatica Expert working knowledge of internet protocols such as TCP IP HTTP S SFTP and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues In-depth understanding of SSL TLS handshake and troubleshooting SSL negotiation Advanced knowledge in driver configuration and troubleshooting for ODBC JDBC GO and NET High level of proficiency with system troubleshooting on a variety of operating systems Windows Mac Nix including many of the following tools tcpdump lsof Wireshark netstat sar perfmon and process explorer Debugging experience in Python Java or Scala Experienced with software development principles including object-oriented programming and version control systems e g Git GitHub GitLab Familiarity with Kafka and Spark technologies NICE TO HAVE Understanding of data loading unloading process in Snowflake Understanding Snowflake streams and tasks Expertise in database migration processes SQL skills including JOINS Common Table Expressions CTEs and Window Functions Experience in supporting applications hosted on Amazon AWS or Microsoft Azure Familiarity with containerization technologies like Docker and Kubernetes Working experience in Data Visualization tools such as Tableau Power BI matplotlib seaborn and Plotly Experience developing CI CD components for production-ready data pipelines Experience working with big data and or MPP massively parallel processing databases Experienced with data warehousing fundamentals and concepts Database migration and ETL experience Familiarity with Data Manipulation and Analysis such as pandas NumPy scipy Knowledge of authentication and authorization protocols OAuth JWT etc SPECIAL REQUIREMENTS Participate in pager duty rotations during nights weekends and holidays Ability to work the 4th night shift which typically starts at 10 pm IST Applicants should be flexible with schedule changes to meet business needs 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