Job Description

OverviewBuild 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.MANDATORY REQUIREMENTS FOR THE ROLE: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.SPECIAL REQUIREMENTS: Participate in pager duty rotations during nights, weekends, and holidaysThis will be a Weekend shift role: Hours: Wednesday – Sunday 7am – 4pm PSTWork the regular US daytime business hours during the ramp up period (1-3 months) before transitioning to assigned shiftApplicants should be flexible with schedule changes to meet business needsAs 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.Ideally, you have worked in a 24×7 environment, handled technical case escalations and incident management, worked in technical support for a RDBMS, been on-call during weekends, and are familiar with database release management.YOU WILL: Provide technical support to commercial and public sector customersDrive 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 exceeds expectationsUtilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issuesDocument known solutions to internal and external knowledge baseSubmit well documented bugs and feature requests arising from customer submitted requestsPartner with engineering teams in prioritizing and resolving customer requestsParticipate in incident management and on-call rotationParticipate in a variety of Support initiativesProvide support coverage during holidays and weekends based on business needsOUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:B.S. or M.S degree in CS, MIS or equivalent discipline6+ years of experience in a Technical Support or similar function in the public sector spaceUnderstanding of data warehousing fundamentals and conceptsAbility to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutionsStrong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functionsGood understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvementGood understanding of database query lifecycle and internal join processingDatabase migration and ETL experienceScripting/coding experience in any programming languageFamiliarity with semi-structured dataExperience in RDBMS workload management and database performanceGood understanding of any of the major cloud service provider’s ecosystemAbility 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 managementExcellent writing and communication skills in English with attention to detailStrong teaming skills in a highly collaborative environment and the ability to function in global arenasNICE TO HAVES: 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 conceptsEvery 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 $98,000 – $144,900.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.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?