Senior Cloud Support Engineer

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 core values and are reflected in everything we do.

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.

• 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.

• Participate in pager duty rotations during nights, weekends, and holidays
• Ability to work a 2nd/swing shift; starting time between 3-5 pm PT
• Work the regular US daytime business hours during the ramp up period (1-3 months) before transitioning to assigned shift
• Applicants should be flexible with schedule changes to meet business needs

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 for expert advice with regards to their effective and optimal use of Snowflake.  You will be the voice of the customer into Snowflake’s product and engineering teams for product feedback and improvements.  You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for a RDBMS, been on-call during weekends, and are familiar with database release management.

• Provide technical support to commercial and public sector customers 
• 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 exceeds expectations
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues 
• Document known solutions to internal and external knowledge base
• Submit well documented bugs and feature requests arising from customer submitted requests
• Partner with engineering teams in prioritizing and resolving customer requests
• Participate in incident management and on-call rotation
• Participate in a variety of Support initiatives
• Provide support coverage during holidays and weekends based on business needs

• B.S. or M.S degree in CS, MIS or equivalent discipline
• 6+ years of experience in a Technical Support or similar function in the public sector space
• 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
• Good understanding of database query lifecycle and internal join processing
• Database migration and ETL experience
• Scripting/coding experience in any programming language 
• Familiarity with semi-structured data
• Experience in RDBMS workload management and database performance 
• Good understanding of any of the major cloud service provider’s ecosystem
• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats) 
• Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
• Understanding of database patch and release management
• Excellent writing and communication skills in English with attention to detail
• Strong teaming skills in a highly collaborative environment and the ability to function in global arenas

• Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases.
• Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)
• Good understanding of the technical fundamentals of the internet. You should have a solid knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
• Understanding of cloud computing security concepts