Staff 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.

Staff Cloud Support Engineer,

Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers.

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 STAFF 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 partners for software, and tools to investigate issues

• Document known solutions to the internal and external knowledge base

• Submit well-documented bugs and feature requests arising from customer-submitted requests and partner with Engineering towards a resolution.

• Proactively identify recommendations and lead global initiatives to improve product quality, customer experience, and team efficiencies.

• u200Bu200BProvide support coverage during holidays and weekends based on business needs

OUR IDEAL STAFF CLOUD SUPPORT ENGINEER WILL HAVE:

• Bachelor's or Master's degree in Computer Science or equivalent discipline

• 8+ 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

• Ability to train team members on data warehousing fundamentals and concepts

• A clear understanding of data warehousing fundamentals and concepts

• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions

• Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions

• Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement

• A clear understanding of Operating System internals, memory management, CPU management

• Database migration and ETL experience

• Scripting/coding experience in any programming language

• Working knowledge of semi-structured data

• Experience in RDBMS workload management.

• Good understanding of any of the major cloud service provider's ecosystem

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

• Understanding of the release cycle and tracking of behavior changes.

NICE TO HAVE:

• Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases.

• Understanding of cost utilization and optimization.

• Proficiency in using any of the scripting languages e.g. Python, JavaScript.

MANDATORY REQUIREMENTS FOR THE ROLE::

• The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.
  Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.

• Ability to work the 4th/night shift which typically starts from 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: