Snowflake

Staff Cloud Support Engineer

Snowflake

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $109,000 - $166,100 per year

Job Level

Lead

Tech Stack

AWSAzureCloudDNSDockerETLGoInformaticaJavaJavaScriptJenkinsKafkaKubernetesLinuxMatillionNode.jsPandasPythonRDBMSScalaSparkSQLTableauTCP/IPTensorflowTerraformVMware

About the role

  • Drive technical solutions to complex problems providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone
  • Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues
  • Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
  • Document known solutions to the internal and external knowledge base
  • Report well-documented bugs and feature requests and work with Engineering toward resolution
  • Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
  • Provide support coverage during holidays and weekends based on business needs
  • May be assigned to work with one or more Snowflake Priority Support customers and develop deep understanding of customer use cases and Snowflake implementations

Requirements

  • Bachelor’s or Master’s degree in Computer Science or equivalent discipline
  • 8+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
  • Ideally worked in a 24x7 environment, handled technical case escalations and incident management, been on-call during weekends, and familiarity with database release management
  • Excellent writing and 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
  • Experience configuring/troubleshooting drivers (ODBC, JDBC, Python Connector, NodeJS, Go, .Net, etc.)
  • Strong understanding of Amazon AWS Services such as S3, SQS, SNS, Lambda, API Gateway, VPC, Route 53 and/or similar services in Microsoft Azure and Google Cloud
  • Experience in Spark and Kafka concepts
  • Experience using third-party troubleshooting tools such as Wireshark, Fiddler, Process Monitor/Explorer, Linux performance tools
  • Debugging/development experience in one or more of Python, Java, Scala and knowledge of code maintenance on Git repositories
  • Experience in API Programming, e.g. REST API, Python API, SQL API
  • Familiarity with ETL/ELT and reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR
  • Experience capturing and analyzing tcpdumps, heap dumps, and stack traces
  • Familiarity with database related concepts and writing SQL queries
  • Experience troubleshooting database connectivity issues/code
  • Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
  • Good understanding of internet protocols such as TCP/IP, HTTP/S, DNS and ability to use diagnostic tools to troubleshoot connectivity issues
  • Experience with data loading of file formats such as CSV, Parquet, JSON
  • Ability to reproduce and troubleshoot complex technical issues