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.