Cloud Support Engineer, Snowflake

• Bachelor's or Master's degree in Computer Science or equivalent discipline
• 2+ years 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
• Knowledge of data warehousing resource allocation and optimization
• Ability to identify scenarios for scaling up and scaling out of cloud resources
• Expertise in managing job schedules and tasks for maximum throughput
• A deep understanding of resource locks and experience with managing concurrent transactions
• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions.Good understanding of database query lifecycle and internal join processing
• Database migration and ETL experience
• Familiarity with semi-structured data

Desirable

• Snowflake’s Support team is expanding!
• We are looking for a Cloud Support Engineer to join our team 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
• As a 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 regards 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
• 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 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