Senior Cloud Support Engineer – US Public Sector, Platform (1st Shift)

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Snowflake
Atlanta, GEORGIA, United States
101000 - 132300 USD / Year
  • Environmental
  • FlexTime
  • FullTime
  • Seasonal
  • Shift
  • Weekends
  • Applications have closed

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 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 holidaysAbility to work a 1st (first shift) between 7:00 a.m. to 4:00 p.m PSTApplicants should be flexible with schedule changes to meet business needsAs a Senior 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 for expert advice with regards 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 24×7 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.YOU WILL: Provide technical support to commercial and public sector customersDrive 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 phoneAdhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceeds expectationsUtilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issuesDocument known solutions to internal and external knowledge baseSubmit well-documented bugs and feature requests arising from customer- submitted requestsPartner with engineering teams in prioritizing and resolving customer requestsParticipate in incident management and on-call rotationParticipate in a variety of Support initiativesProvide support coverage during holidays and weekends based on business needsOUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:Bachelor’s or Master’s degree in Computer Science or equivalent discipline5 years experience in a Technical Support environment or a similar technical function in a customer-facing roleExperience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of customer environmentGood understanding of Amazon AWS (SQS, SNS, API Gateway, S3, Route 53) and/or similar services in Microsoft Azure ecosystems, Google CloudExperience in ETL, ELT tools like AWS Glue, EMR, Azure Data Factory, Informatica, Data PipelinesExperience in Spark, Kafka systemsExperience in using 3rd Party troubleshooting tools like Wireshark, Fiddler,Process Monitor/ExplorerExperience in analyzing the tcpdump, Fiddler Trace. Capturing the heap dump and analyzing the heap dumpCapturing the Stack trace and analyzing the traceFoundational SQL experience/usageExperience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)Experience in Configuring/Troubleshooting Drivers like ODBC, JDBC, GO, .NetExcellent 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 issuesDebugging / Development experience in Python, Java or ScalaExcellent writing and communication skills in English with an attention to detailStrong teaming skills in a highly collaborative environment and the ability to function in global arenasNICE TO HAVES: Experience working with big data and/or MPP (massively parallel processing) databasesUnderstanding of Data Warehousing fundamentals and conceptsDatabase migration and ETL experienceScripting/coding experience In any of the following: .Net, NodeJS, R, GOExperience supporting applications running on either Amazon AWS or MS AzureExperience with virtualization solutions (VMware, Docker, Virtualbox, etc)Understanding of cloud computing security conceptsEvery 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.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?For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information:The following represents the expected range of compensation for this role:

  • The estimated base salary range for this role is $101,000 – $132,300.
  • Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.To comply with pay transparency requirements and other statutes, you can notify us if you believe that a job posting is not compliant by completing this

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