There is only one data cloudSnowflake’s founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data usersBut it didn’t stop thereThey engineered snowflake to power the data cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performanceThis is our vision: a world with endless insights to tackle the challenges and opportunities of today and reveal the possibilities of tomorrow.
Snowflake support is committed to providing high-quality resolutions to help deliver data-driven business insights and resultsWe are a team of subject matter experts collectively working toward our customers’ successWe form partnerships with customers by listening, learning and building connections.
Snowflake’s values are key to our approach and success in delivering world class supportPutting 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.
As a senior cloud support engineer, your role is to delight our customers with your passion and knowledge of snowflake data warehouseCustomers will look to you for technical guidance and for expert advice with regards to their effective and optimal use of snowflakeYou will be the voice of the customer into snowflake’s product and engineering teams for product feedback and improvementsYou 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.
You will:
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
Our ideal senior cloud support engineer will have:
B.sOr 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
Special requirements:
Participate in pager duty rotations during nights, weekends, and holidays
Ability to work a 2nd/swing shift; starting time between 4-5 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
Nice to haves:
Experience working with a distributed database i.eBig 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 internetYou 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
Mandatory requirements for the role:
The position may require access to u.sExport-controlled technologies, technical data, or sensitive government data.
Employment with snowflake is contingent on snowflake verifying that you: (i) may legally access u.sExport-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.sGovernment to allow access to u.sExport-controlled technology, technical data, or sensitive government data.
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growthWe 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?
