AS A STAFF 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 phone

• Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectations

• Demonstrate good problem-solving skills and be process-oriented

• Utilize the Snowflake environment, connectors, 3rd party partners for software, and tools to investigate issues

• Document known solutions to the internal and external knowledge base

• Submit well-documented bugs and feature requests arising from customer-submitted requests and partner with Engineering towards a resolution.

• Proactively identify recommendations and lead global initiatives to improve product quality, customer experience, and team efficiencies.

• ​​Provide support coverage during holidays and weekends based on business needs

OUR IDEAL STAFF CLOUD SUPPORT ENGINEER WILL HAVE:

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline

• 8+ years of experience in a Technical Support environment or a similar technical function in a customer-facing role

• Excellent written and verbal communication skills in English with attention to detail

• Ability to work in a highly collaborative environment across global teams

• Ability to train team members on data warehousing fundamentals and concepts

• A clear 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

• A clear understanding of Operating System internals, memory management, CPU management

• Database migration and ETL experience

• Scripting/coding experience in any programming language

• Working knowledge of semi-structured data

• Experience in RDBMS workload management.

• Good understanding of any of the major cloud service provider’s ecosystem

• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats).

• Understanding of the release cycle and tracking of behavior changes.