Snowflake

Principal Priority Support Engineer

Snowflake

full-time

Posted on:

Origin:  • 🇺🇸 United States • Massachusetts

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Salary

💰 $126,000 - $197,400 per year

Job Level

Lead

Tech Stack

AWSAzureCloudDistributed SystemsDNSDockerETLJavaNode.jsPythonRDBMSSQLTCP/IPVMware

About the role

  • 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 partner software, and tools to investigate issues
  • Document known solutions to the internal and external knowledge base
  • Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution.
  • Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
  • Train and mentor support staff
  • ​​Provide support coverage during holidays and weekends based on business needs

Requirements

  • Bachelor60s or Master60s degree in Computer Science or equivalent discipline
  • 12+ years 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
  • Experience writing, troubleshooting, and debugging complex SQL queries on distributed systems/MPP architecture
  • Expert-level understanding of query profiles and execution plans to analyze performance and make recommendations
  • Strong knowledge of RDBMS, SQL data types, and functions
  • Good understanding of Amazon AWS and/or Microsoft Azure ecosystems
  • Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
  • Excellent troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)
  • Excellent ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
  • Excellent understanding of the technical fundamentals of networking. You should have a solid knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
  • Scripting/coding experience In any of the following: Python, Java, .Net, NodeJS, R
  • Excellent writing and communication skills in English with attention to detail
  • Strong teaming skills in a highly collaborative environment and the ability to function in global arenas