Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake’s Support team is expanding! We are looking for a Staff Priority 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.

As a Staff Priority 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.

You will 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. You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience.

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.

SPECIAL REQUIREMENT:

Ability to work the 5th/night shift which typically starts from 5 pm IST

Applicants should be flexible with schedule changes to meet business needs

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 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

Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally

OUR IDEAL STAFF PRIORITY SUPPORT ENGINEER WILL HAVE:

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.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?