Senior Cloud Support Engineer, Snowflake

• 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
• 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
• 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
• Excellent writing and communication skills in English with attention to detail
• Ability to work in a highly collaborative environment across global teams
• Basic familiarity with one major cloud service provider's ecosystem
• Understanding of basic Python and Java code
• Basic understanding of Windows and Linux Operating Systems
• Basic understanding of Data Warehousing fundamentals and concepts
• Ability to write and understand basic SQL queries
• Knowledge of fundamental AWS services or similar services on Microsoft Azure or Google Cloud
• Basic understanding of data warehousing and ETL/ELT concepts
• Knowledge of TCP/IP and HTTP/S protocols
• Basic connectivity troubleshooting skills
• Experience in troubleshooting on Windows, Mac, or Unix-like systems

Desirable

• 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
• 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 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