• 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
• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
• Experience in configuring/troubleshooting one or more of the following drivers - ODBC, JDBC, Python Connector, NodeJS, Go, .Net, etc
• Strong understanding of Amazon AWS Services such as S3, SQS, SNS, Lambda Functions, API Gateway, VPC, Route 53, and/or similar services in Microsoft Azure and Google Cloud Ecosystems
• Debugging experience in one or more of Python, Java, and Scala
• Familiarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR etc
• 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 the technical fundamentals of the Internet. You should have knowledge of internet protocols such as TCP/IP, HTTP/S, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues
• Experience with Data Loading of File Formats such as CSV, Parquet, JSON etc
• Ability to reproduce and troubleshoot complex technical issues

Desirable

• 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 use case and how they leverage the Snowflake platform
• You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation
• 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
• 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
• Partner with engineering teams in prioritizing and resolving customer requests
• Participate in incident management and on-call rotation
• Participate in a variety of Support initiatives
• ​​Provide support coverage during holidays and weekends based on business needs