Senior Cloud Support Engineer - Data Integration, ETL & Client Connectivity (Night Shift 10 PM - 7AM)

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.

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's core values, which are reflected in everything we do.

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 expert advice with regard to their effective and optimal use of Snowflake.  You will be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams. 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.

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.

AS A SENIOR 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 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
• Partner with engineering teams in prioritizing and resolving customer requests
• Participate in a variety of Support initiatives
• ​​Provide support coverage during holidays and weekends based on business needs

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE THE FOLLOWING:

• 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 written and communication skills in English with attention to detail.
• Ability to reproduce and troubleshoot complex technical issues.
• In-depth knowledge of one of the major cloud service providers' ecosystems.
• Specialized knowledge of AWS services or similar services on Microsoft Azure or Google Cloud.
• ETL/ELT tools knowledge such as AWS Glue, EMR, Azure Data Factory, and Informatica.
• Expert working 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.
• In-depth understanding of SSL/TLS handshake and troubleshooting SSL negotiation
• Advanced knowledge in driver configuration and troubleshooting for ODBC, JDBC, GO, and .NET.
• High level of proficiency with system troubleshooting on a variety of operating systems (Windows, Mac, *Nix), including many of the following tools: tcpdump, lsof, Wireshark, netstat, sar, perfmon, and process explorer.
• Experience troubleshooting proxies and ssl communication (MitmProxy/nginx/squid)
• Debugging experience in Python, Java, or Scala.
• Experienced with software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab)
• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA).
• Familiarity with database-related concepts and writing SQL queries.
• Familiarity with Kafka and Spark technologies.

NICE TO HAVE:

• Understanding of data loading/unloading process in Snowflake.
• Understanding Snowflake streams and tasks.
• Expertise in database migration processes.
• SQL skills, including JOINS, Common Table Expressions (CTEs), and Window Functions.
• Experience in supporting applications hosted on Amazon AWS or Microsoft Azure.
• Familiarity with containerization technologies like Docker and Kubernetes.
• Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.
• Experience developing CI/CD components for production-ready data pipelines.
• Experience working with big data and/or MPP (massively parallel processing) databases
• Experienced with data warehousing fundamentals and concepts
• Database migration and ETL experience
• Familiarity with Data Manipulation and Analysis such as pandas, NumPy, scipy.
• Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).

SPECIAL REQUIREMENTS:

• Participate in pager duty rotations during nights, weekends, and holidays.
• Ability to work the 4th/night shift, which typically starts at 10 pm IST.
• Applicants should be flexible with schedule changes to meet business needs.