Senior Cloud Support Engineer - US Public Sector (Weekend Shift 2)

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 core values and are reflected in everything we do.

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.

MANDATORY REQUIREMENTS FOR THE ROLE:

• The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.
• Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.

SPECIAL REQUIREMENTS:

• Participate in pager duty rotations during nights, weekends, and holidays
• Applicants should be flexible with schedule changes to meet business needs

As a Senior Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of the Snowflake Cloud Data Platform.  Customers will look to you for technical guidance and advice in addressing their product usage and issue needs.  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.  Ideally, you have worked in a 24x7 environment, handled all tiers of support issues, been on-call during weekends, and are familiar with Salesforce Service Cloud.

YOU WILL: 

• Provide technical support to commercial and public sector customers 
• 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
• Submit 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
• This will be a Weekend shift role: Hours: Wednesday - Sunday 7am - 4pm PST

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

• 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
• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
• Good understanding of Amazon AWS (SQS, SNS, API Gateway, S3, Route 53) and/or similar services in Microsoft Azure ecosystems, Google Cloud
• Experience in ETL, ELT tools like AWS Glue, EMR, Azure Data Factory, Informatica, Data Pipelines
• Experience in Spark, Kafka systems
• Experience in using 3rd Party troubleshooting tools like Wireshark, Fiddler, Process Monitor/Explorer
• Experience in analyzing the tcpdump, Fiddler Trace. Capturing the heap dump and analyzing the heap dump
• Capturing the Stack trace and analyzing the trace
• Foundational SQL experience/usage
• Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
• Experience in Configuring/Troubleshooting Drivers like ODBC, JDBC, GO, .Net 
• 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, SFTP, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues
• Debugging / Development experience in  Python, Java, or Scala 
• Excellent writing and communication skills in English with an attention to detail
• Strong teaming skills in a highly collaborative environment and the ability to function in global arenas

NICE TO HAVES:

• Experience working with big data and/or MPP (massively parallel processing) databases
• Understanding of Data Warehousing fundamentals and concepts
• Database migration and ETL experience
• Scripting/coding experience In any of the following: .Net, NodeJS, R, GO
• Experience supporting applications running on either Amazon AWS or MS Azure
• Experience with virtualization solutions (VMware, Docker, Virtualbox, etc)
• Understanding of cloud computing security concepts

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.