Senior Cloud Support Engineer - US Public Sector

Overview

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.

• As a Senior Cloud Support Engineer, delight our customers with your passion and knowledge of Snowflake Data Warehouse. Provide technical guidance and expert advice on effective and optimal use of Snowflake. Be the voice of the customer into Snowflake’s product and engineering teams for product feedback and improvements. Help build knowledge within the team and participate in strategic initiatives for organizational and process improvements.
• Based on business needs, may be assigned to work with one or more Snowflake Priority Support customers. Develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. Deliver exceptional service to enable the highest levels of continuity and performance from their Snowflake implementation.
• Ideally, experience in 24x7 environments, handling technical case escalations and incident management; experience in technical support for an RDBMS; on-call during weekends; familiarity with database release management.
• Drive technical solutions to complex problems using email, web, and phone; provide in-depth analysis and guidance to Snowflake customers and partners.
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceed expectations.
• Utilize the Snowflake environment, connectors, third-party partner software, and tools to investigate issues. Document known solutions to internal and external knowledge bases. Report well-documented bugs and feature requests arising from customer requests. Partner with engineering teams to prioritize and resolve customer requests.
• Participate in incident management and on-call rotation; participate in a variety of Support initiatives; provide coverage during holidays and weekends based on business needs.

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline.
• 5+ years of experience in a technical support environment or similar customer-facing technical role.
• Excellent writing and communication skills in English with attention to detail.
• Ability to work in a highly collaborative environment across global teams.
• Understanding of data warehousing fundamentals and concepts.
• Ability to debug, rewrite, and troubleshoot complex SQL queries for 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 the 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 major cloud service provider ecosystems.
• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats).
• Experience troubleshooting…