Senior Cloud Support Engineer - US Public Sector

Snowflake is a company focused on empowering enterprises to achieve their full potential through innovation and collaboration. They are seeking a Senior Cloud Support Engineer to provide technical guidance and support to customers, ensuring optimal use of the Snowflake Data Warehouse and contributing to product feedback and improvements.

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
• 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

Requirements:

• 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
• Participate in pager duty rotations during nights, weekends, and holidays
• Ability to work a 1st shift (7 am-4 pm PST)
• Applicants should be flexible with schedule changes to meet business needs
• 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 writing and communication skills in English with attention to detail
• Ability to work in a highly collaborative environment across global teams
• Understanding of 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
• Good understanding of 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
• 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, )
• 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, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues
• Understanding of cloud computing security concepts