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

Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions

Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions

Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement

Good understanding of database query lifecycle and internal join processing

Database migration and ETL experience

Scripting/coding experience in any programming language 

Familiarity with semi-structured data

Experience in RDBMS workload management and database performance 

Experience with any of the major cloud service provider’s ecosystem

Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats) 

Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)

Understanding of database patch and release management

NICE TO HAVES:

Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases.

Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)

Good understanding of the technical fundamentals of the internet. You should have a solid 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.

Understanding of cloud computing security concepts

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?