Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM 

Costa Rica, San José 

317267626

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.

This role will be required to work in our office in San José, Costa Rica 4 days a week, 8am-5pm CST.

• 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

• Intermediate level of understanding of LLMs and their applications in an enterprise.

• Investigate, evaluate, and compare multiple Large Language Models (LLM) to deliver maximum value to Snowflake’s customers.Familiarity with MLOps practices and tools.

• Work with customers to address any programmability-related issues (e.g. dev-ops, Kubernetes etc).

• Knowledge of existing language runtimes—Python in particular and relevant ML libraries—to understand and troubleshoot customers' use cases built on Snowflake’s Cortex and ML stack.

• 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