Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM 

Canada, Ontario, Toronto 

132293274

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.

• 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