Senior Cloud Support Engineer

Senior Cloud Support Engineer - Data Integration & ETL at Snowflake. Snowflake's Support team is expanding, and 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 with operating systems, database technologies, big data, data integration, connectors, and networking.

You will delight customers with your passion and knowledge of Snowflake Data Warehouse, provide technical guidance and expert advice on effective and optimal use of Snowflake, and be the voice of the customer regarding product feedback and improvements for Snowflake's product and engineering teams. You will participate in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Depending on business needs, you may work with one or more Snowflake Priority Support customers, developing a deep understanding of their use case and ensuring high continuity and performance of their Snowflake implementation.

Ideally, you have experience in a 24x7 environment, handling technical case escalations and incident management, providing technical support for an RDBMS, and being on-call during weekends with familiarity in database release management. Applicants should be flexible with schedule changes to meet business needs.

• Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners using email, web, and phone.
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues.
• Demonstrate strong problem-solving skills and a process-oriented approach.
• Utilize the Snowflake environment, connectors, 3rd 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-submitted requests.
• Partner with engineering teams to prioritize and resolve customer requests.
• Participate in a variety of Support initiatives.
• Provide support 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 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.
• Basic familiarity with one major cloud service provider's ecosystem.
• Understanding of basic Python and Java code.
• Basic understanding of Windows and Linux Operating Systems.
• Basic understanding of Data Warehousing fundamentals and concepts.
• Ability to write and understand basic SQL queries.
• Knowledge of fundamental AWS services or similar services on Microsoft Azure or Google Cloud.
• Basic understanding of data warehousing and ETL/ELT concepts.
• Knowledge of TCP/IP and HTTP/S protocols.
• Basic connectivity troubleshooting skills.
• Experience in troubleshooting on Windows, Mac, or Unix-like systems.

• Basic driver configuration skills for ODBC, JDBC, etc.
• Familiarity with third-party troubleshooting tools such as Wireshark and Fiddler.
• Understanding of cloud computing security concepts.
• Understanding of RESTful APIs and web services.
• Understanding of load balancer concepts (F5, nginx, etc).
• Familiarity with Cloud service security concepts (Security Groups or NSG).
• Experience 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 and read library API documentation.
• Experience with ML tools and libraries, such as TensorFlow, PyTorch, or scikit-learn.