Senior Cloud Support Engineer – US Public Sector, Platform; 1st Shift

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.

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.

MANDATORY REQUIREMENTS FOR

THE ROLE:

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.SPECIAL REQUIREMENTS: Participate in pager duty rotations during nights, weekends, and holidays

Ability to work a 1st (first shift) between 7:00 a.m. to 4:00 p.m PST 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.

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 24×7 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.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

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 discipline5 years…