Staff Cloud Support Engineer (Data Platform)

About the position Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that's all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level. 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 Staff 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. This role is required to work out of our office in Denver, CO on a hybrid basis. As a Staff 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 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. 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.

Responsibilities

• 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 and work with Engineering toward a 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

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
• 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 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
• Experience in Spark and Kafka concepts
• Experience in using third-party troubleshooting tools such as Wireshark, Fiddler, Process Monitor/Explorer, Linux performance tools, etc.
• Debugging/development experience in one or more of Python, Java, and Scala and knowledge of code maintenance on any of the Git repositories
• Experience in API Programming, e.g. REST API, Python API, SQL API, etc.
• 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.
• Experience in capturing and analyzing the tcpdumps, heap dump, 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 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

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, Javascript, R, GO
• Experience with Libraries/Frameworks such as Pandas, SciPy, TensorFlow etc.
• Experience supporting applications running on either Amazon AWS or MS Azure
• Experience with virtualization and Container solutions (VMware, Docker, Virtualbox, Kubernetes, etc)
• Understanding of cloud computing Network and Security concepts
• Experience with CI/CD platforms and tools such as Terraform, Azure Devops, Jenkins etc.

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