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Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM 
Canada, Ontario, Toronto 
132293274

10.09.2024

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
NICE TO HAVE:
  • 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