Job DescriptionBuild the future of data. 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 the Snowflake Cloud Data Platform. Customers will look to you for technical guidance and for advice in addressing their product usage and issue needs. 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 all tiers of support issues, been on-call during weekends, and are familiar with Salesforce Service Cloud.
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.
YOU WILL:
Provide email, web, and phone support to Snowflake customers and partners
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 and work with Engineering towards a resolution.
Work on technical and non-technical projects
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
Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of customer environment
Good understanding of Amazon AWS (SQS, SNS, API Gateway, S3, Route 53) and/or similar services in Microsoft Azure ecosystems, Google Cloud
Experience in ETL, ELT tools like AWS Glue, EMR, Azure Data Factory, Informatica, Data Pipelines
Experience in Spark, Kafka systems
Experience in using 3rd Party troubleshooting tools like Wireshark, Fiddler, Process Monitor/Explorer
Experience in analyzing the tcpdump, Fiddler Trace. Capturing the heap dump and analyzing the heap dump
Capturing the Stack trace and analyzing the trace
Foundational SQL experience/usage
Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
Experience in Configuring/Troubleshooting Drivers like ODBC, JDBC, GO, .Net
Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
Good understanding of the technical fundamentals of the Internet. You should have 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
Debugging / Development experience in Python, Java or Scala
Excellent writing and communication skills in English with an attention to detail
Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
NICE TO HAVES:
Experience working with big data and/or MPP (massively parallel processing) databases
Understanding of Data Warehousing fundamentals and concepts
Database migration and ETL experience
Scripting/coding experience In any of the following: .Net, NodeJS, R, GO
Experience supporting applications running on either Amazon AWS or MS Azure
Experience with virtualization solutions (VMware, Docker, Virtualbox, etc)
Understanding of cloud computing security concepts
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.
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 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.
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?
Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.