Senior Cloud Support Engineer

As a Senior Cloud Support Engineer at Snowflake, your role is to delight customers with your passion and knowledge of Snowflake Data Warehouse. Customers will look to you for technical guidance and expert advice on the 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. **Key Responsibilities:** - Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners through email, web, and phone communication. - Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues exceeding 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. **Qualifications Required:** - 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 (e.g., Hadoop, Spark). Snowflake is a growing organization that values individuals who challenge ordinary thinking and push the pace of innovation. Join the team to help enable and accelerate growth while building a future for yourself and Snowflake.,