Where Data Does More. Join the Snowflake team.
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:
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
Solid knowledge of at least one major RDBMS
In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions
A deep understanding of resource locks and experience with managing concurrent transactions
Proven experience with query lifecycle, profiles, and execution/explain plans
Expertise in managing schedules of jobs and tasks for maximum throughput
Demonstrated ability to analyze and tune query performance and provide detailed recommendations for performance improvement
Advanced skills in interpreting SQL queries and execution workflow logic
Proven ability with rewriting joins for optimization while maintaining logical consistency
In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance
Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
Proficiency with JSON, XML, and other semi-structured data formats
Proficient in database patch and release management
NICE TO HAVES:
Knowledge of distributed computing principles and frameworks (e.g., Hadoop, Spark)
Scripting/coding experience in any programming language
Database migration and ETL experience
Ability to monitor and optimize cloud spending using cost management tools and strategies.
SPECIAL REQUIREMENTS:
Participate in pager duty rotations during nights, weekends, and holidays
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
