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Snowflake SENIOR CLOUD SUPPORT ENGINEER - SQL 
Australia, Victoria, Melbourne 
370440906

02.08.2024

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.

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 internal and external knowledge base
  • Submit 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

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

  • 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
  • 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
  • Excellent writing and communication skills in English with attention to detail
  • Strong teaming skills in a highly collaborative environment and the ability to function in global arenas

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, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
  • Understanding of cloud computing security concepts