Snowflake SENIOR CLOUD SUPPORT ENGINEER - SQL 

Costa Rica, San José 

117919390

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.

• 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

• 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, *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, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.

• Understanding of cloud computing security concepts