Senior Cloud Support Engineer

Who you are The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data Participate in pager duty rotations during nights, weekends, and holidays Ability to work a 1st shift (7 am-4 pm PST) Applicants should be flexible with schedule changes to meet business needs 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 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 Understanding of data warehousing fundamentals and concepts Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving 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 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 any of the major cloud service provider’s ecosystem Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats) Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors) Understanding of database patch and release management Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix) Good understanding of the technical fundamentals of the internet. You should have a solid 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 Understanding of cloud computing security concepts What the job involves 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 for expert advice with regards to their effective and optimal use of Snowflake 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 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 u