Staff 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 Staff Cloud Support Engineer to join our team. As a Staff 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 regarding 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 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.

• ​​Provide 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: careers.snowflake.com