Snowflake SENIOR CLOUD SUPPORT ENGINEER - SQL PUBLIC SECTOR SECOND SHIFT 

United States, Texas 

41820501

• 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 2nd/swing shift; starting time between 3-5 pm PT
• Work the regular US daytime business hours during the ramp up period (1-3 months) before transitioning to assigned shift
• Applicants should be flexible with schedule changes to meet business needs

Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for a RDBMS, been on-call during weekends, and are familiar with database release management.

• Provide technical support to commercial and public sector customers
• 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 exceeds 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

• B.S. or M.S degree in CS, MIS or equivalent discipline
• 6+ years of experience in a Technical Support or similar function in the public sector space
• 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

• 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

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $98,000 - $132,000.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.