Snowflake SENIOR/STAFF PRIORITY SUPPORT ENGINEER - SQL NIGHT SHIFT 

India, Maharashtra, Pune 

250589969

You will be assigned to work with one or more Snowflake Priority Support customers.You will develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation. You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience.

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.

SPECIAL REQUIREMENT:

• Ability to work the 5th/night shift which typically starts from 5 pm IST

• Applicants should be flexible with schedule changes to meet business needs

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 and work with Engineering toward a resolution.

• Proactively identify recommendations and lead global initiatives to improve product quality and customer experience

• ​​Provide support coverage during holidays and weekends based on business needs

• Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally

OUR IDEAL STAFF PRIORITY SUPPORT ENGINEER WILL HAVE:

• Bachelor’s. or Master’s degree in Computer Science or equivalent discipline

• 8+ 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

• Ability to train team members on data warehousing fundamentals and concepts

• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions

• Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions

• Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement

• Good understanding of database query lifecycle and internal join processing

• Database migration and ETL experience

• Scripting/coding experience in any programming language

• Familiarity with semi-structured data

• Experience in RDBMS workload management and database performance

• Experience with any of the major cloud service provider’s ecosystem

• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)

• Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)

• Understanding of database patch and release management

NICE TO HAVES:

• Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases.

• Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)

• Good understanding of the technical fundamentals of the internet. You should have a solid knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.

• Understanding of cloud computing security concepts