Senior Cloud Support Engineer - Data Platform

Build the future of the AI Data Cloud. Join the Snowflake team.

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, 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.

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.

This position will be required to work out of our Dublin, CA office on a hybrid basis.

AS A SENIOR CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• 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

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

• 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

• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment

• Ability to reproduce and troubleshoot complex technical issues.

• In-depth knowledge of major cloud service providers' ecosystems.

• Proficiency in reading and understanding Python and Java code.

• Specialized knowledge of AWS services or similar services on Microsoft Azure or Google Cloud.

• ETL/ELT tools knowledge such as AWS Glue, EMR, Azure Data Factory, and Informatica.

• In-depth experience with third-party troubleshooting tools and advanced network and data analysis.

• Advanced knowledge in driver configuration and troubleshooting for ODBC, JDBC, GO, and .NET.

• Debugging experience in Python, Java, or Scala.

• Advanced knowledge of internet protocols and advanced diagnostic tools for connectivity issues.

• Expert-level troubleshooting skills across various operating systems (Windows, Mac, Unix-like).

• Familiarity with database-related concepts and writing SQL queries.

• Familiarity with Kafka and Spark technologies.

• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment

• Ability to reproduce and troubleshoot complex technical issues.

• Work with customers to address programmability-related issues.

• In-depth knowledge of major cloud service providers' ecosystems.

• Support the integration of third-party APIs and services into our applications.

• Expert knowledge of programming languages such as Python and Java.

• Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS).

• Understanding of software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab)

• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA).

• Understanding of RESTful APIs and web services.

• Exposure to automation and scripting.

• Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes).

• Familiarity with database-related concepts and writing SQL queries.

NICE TO HAVE:

• Understanding of data loading/unloading process in Snowflake.

• Understanding Snowflake streams and tasks.

• Expertise in database migration processes.

• SQL skills, including JOINS, Common Table Expressions (CTEs), and Window Functions.

• Experience in supporting applications hosted on Amazon AWS or Microsoft Azure.

• Familiarity with containerization technologies like Docker and Kubernetes.

• Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.

• Experience developing CI/CD components for production-ready data pipelines.

• Working experience with Jupyter Notebooks.

• Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.

• Familiarity with Data Manipulation and Analysis such as pandas, NumPy, scipy.

• Understanding of big data technologies (e.g., Hadoop, Spark) is a plus.

• Understanding of event-driven architectures and microservices.

• Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We 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?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $115,000 - $170,200.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.