Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM NIGHT SHIFT PM 

India, Maharashtra, Pune 

506789392

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.

AS A SENIOR CLOUD SUPPORT ENGINEER AT SNOWFLAKE, 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 to ensure fast resolution of customer issues that exceed expectations
• Demonstrate good problem-solving skills and be process-oriented
• 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 a variety of Support initiatives
• ​​Provide support coverage during holidays and weekends based on business needs

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE THE FOLLOWING:

• 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 written and communication skills in English with attention to detail.
• Ability to reproduce and troubleshoot complex technical issues.
• In-depth knowledge of one of the major cloud service providers' ecosystems.
• Specialized knowledge of AWS services or similar services on Microsoft Azure or Google Cloud.
• ETL/ELT tools knowledge such as AWS Glue, EMR, Azure Data Factory, and Informatica.
• Expert working knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
• In-depth understanding of SSL/TLS handshake and troubleshooting SSL negotiation
• Advanced knowledge in driver configuration and troubleshooting for ODBC, JDBC, GO, and .NET.
• High level of proficiency with system troubleshooting on a variety of operating systems (Windows, Mac, *Nix), including many of the following tools: tcpdump, lsof, Wireshark, netstat, sar, perfmon, and process explorer.
• Experience troubleshooting proxies and ssl communication (MitmProxy/nginx/squid)
• Debugging experience in Python, Java, or Scala.
• Experienced with software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab)
• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA).
• Familiarity with database-related concepts and writing SQL queries.
• Familiarity with Kafka and Spark technologies.

NICE TO HAVE:

• Understanding of data loading/unloading process in Snowflake.
• Understanding Snowflake streams and tasks.
• Expertise in database migration processes.
• SQL skills, including JOINS, Common Table Expressions (CTEs), and Window Functions.
• Experience in supporting applications hosted on Amazon AWS or Microsoft Azure.
• Familiarity with containerization technologies like Docker and Kubernetes.
• Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.
• Experience developing CI/CD components for production-ready data pipelines.
• Experience working with big data and/or MPP (massively parallel processing) databases
• Experienced with data warehousing fundamentals and concepts
• Database migration and ETL experience
• Familiarity with Data Manipulation and Analysis such as pandas, NumPy, scipy.
• Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).

SPECIAL REQUIREMENTS:

• Participate in pager duty rotations during nights, weekends, and holidays.
• Ability to work the 4th/night shift, which typically starts at 10 pm IST.
• Applicants should be flexible with schedule changes to meet business needs.