Snowflake SENIOR / STAFF CLOUD SUPPORT ENGINEER - DATA PLATFORM 

Saudi Arabia, Riyadh Region, Riyadh 

891124166

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.

1. 1st Shift :

   • Working Hours: 6 AM to 3 PM
   • Coverage: Sunday to Thursday, On-Duty

2. 2nd Shift :

   • Working Hours: 2 PM to 11 PM
   • Coverage: Sunday to Thursday, On-Duty

3. 3rd Shift :

   • Working Hours: 10 PM to 7 AM
   • Coverage: Sunday to Thursday, On-Duty

Additionally, there is a
shift, which is rotating:

• Working Hours: 12 AM to 12 PM (On-call)

Kindly note: The 2nd and 3rd shifts will rotate every quarter. We will share more information during the interviews.

• 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

• 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

Please do not include any sensitive personal information about yourself or others in your application or application materials (e.g., resume, cover letter), including but not limited to, health information, credit information, references to parentage and ethnic or tribal origin, and genetic information.