Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM 

Costa Rica, San José 

988825852

Ideally, you have 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.

This role operates in a hybrid work environment, requiring a

• 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

• 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

• 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

• Basic familiarity with one major cloud service provider's ecosystem.

• Basic understanding of Data Warehousing fundamentals and concepts

• Ability to write and understand basic SQL queries

• Scripting/coding experience in any Python or Java

• Knowledge of TCP/IP and HTTP/S protocols.

• Skilled at troubleshooting connectivity issues on Windows, Mac, or Unix-like systems.

• Understanding of SSL/TLS handshake and troubleshooting SSL negotiation

• Driver Configuration skills for ODBC, JDBC

• Intermediate experience with system troubleshooting tools from the following: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorer

• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)

• Basic familiarity with one major cloud service provider's ecosystem.

• Work with customers to address any programmability-related issues.

• Support the integration of third-party APIs and services into our applications.

• Able to read a program in Python and Java and extract meaningful logic/content.

• Understanding of 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).

• Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.

• Able to identify packages from import statements.

• Able to read library API documentation and use them effectively.

• Familiarity with at least one cloud platform and data warehousing solutions.

• Basic understanding of Windows and Linux Operating Systems

• Basic understanding of Data Warehousing fundamentals and concepts

• Basic knowledge of MLOps and Container Services.

• Being able to provide technical support for ML workflows on the Snowflake platform.

• Understanding of cloud computing security concepts

• Understanding of RESTful APIs and web services.

• Understanding of load balancer concepts (F5, nginx, etc)

• Familiar with Cloud service security concepts (Security Groups or NSG)

• Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes).

• Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS).

• Understanding of event-driven architectures and microservices.