Senior Cloud Support Engineer

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.Senior Cloud Support Engineer - Clients & ConnectivityBuild 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 Support team is expandingWe are looking for aSenior Cloud Support Engineerwho 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 aSenior 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.Applicants should be flexible with schedule changes to meet business needsAS 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 phoneAdhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectationsDemonstrate good problem-solving skills and be process-orientedUtilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issuesDocument known solutions to the internal and external knowledge baseReport well-documented bugs and feature requests arising from customer-submitted requestsPartner with engineering teams in prioritizing and resolving customer requestsParticipate in a variety of Support initiativesProvide support coverage during holidays and weekends based on business needsOUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:Bachelor's or Master's degree in Computer Science or equivalent discipline5+ years experience in a Technical Support environment or a similar technical function in a customer-facing roleExcellent writing and communication skills in English with attention to detailAbility to work in a highly collaborative environment across global teamsBasic familiarity with one major cloud service provider's ecosystem.Basic understanding of Windows and Linux Operating SystemsBasic understanding of Data Warehousing fundamentals and conceptsAbility to write and understand basic SQL queriesScripting/coding experience in any Python or JavaKnowledge of TCP/IP and HTTP/S protocols.Skilled at troubleshooting connectivity issues on Windows, Mac, or Unix-like systems.Understanding of SSL/TLS handshake and troubleshooting SSL negotiationDriver Configuration skills for ODBC, JDBCIntermediate experience with system troubleshooting tools from the following: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorerExperience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)Nice to haves:Understanding of cloud computing security conceptsUnderstanding of RESTful APIs and web services.Understanding of load balancer concepts (F5, nginx, etc)Familiar with Cloud service security concepts (Security Groups or NSG)Experienced with software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab).Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes).Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS).Understanding of event-driven architectures and microservices.Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.Able to identify packages from import statements.Able to read library API documentation and use them effectively.Basic driver configuration skills for ODBC, JDBC, etc.Familiarity with third-party troubleshooting tools such as Wireshark and Fiddler.Experience with ML tools and libraries, such as TensorFlow, PyTorch, or scikit-learn.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.#J-18808-Ljbffr