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 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
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
- Excellent writing and communication skills in English with attention to detail
- Ability to work in a highly collaborative environment across global teams
- Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
- Experience in configuring/troubleshooting one or more of the following drivers - ODBC, JDBC, Python Connector, NodeJS, Go, .Net, etc.
- Strong understanding of Amazon AWS Services such as S3, SQS, SNS, Lambda Functions, API Gateway, VPC, Route 53, and/or similar services in Microsoft Azure and Google Cloud Ecosystems
- Debugging experience in one or more of Python, Java, and Scala
- Familiarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR etc.
FAMILIARITY WITH DATABASE RELATED CONCEPTS AND WRITING SQL QUERIES :
- Experience troubleshooting database connectivity issues/code
- Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
- Good understanding of the technical fundamentals of the Internet. You should have knowledge of internet protocols such as TCP/IP, HTTP/S, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues
- Experience with Data Loading of File Formats such as CSV, Parquet, JSON etc
- Ability to reproduce and troubleshoot complex technical issues
EXPERIENCE WORKING WITH BIG DATA AND/OR MPP (MASSIVELY PARALLEL PROCESSING) DATABASES :
- Understanding of Data Warehousing fundamentals and concepts
- Database migration and ETL experience
- Scripting/coding experience In any of the following: .Net, NodeJS, R, GO
- Experience supporting applications running on either Amazon AWS or MS Azure
- Experience with virtualization solutions (VMware, Docker, Virtualbox, etc)
- Understanding of cloud computing security concepts