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Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM NIGHT SHIFT PM 
India, Maharashtra, Pune 
506789392

24.09.2024

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.

AS A SENIOR CLOUD SUPPORT ENGINEER AT SNOWFLAKE, 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 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

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE THE FOLLOWING:

  • 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 written and communication skills in English with attention to detail.
  • Ability to reproduce and troubleshoot complex technical issues.
  • In-depth knowledge of one of the major cloud service providers' ecosystems.
  • Specialized knowledge of AWS services or similar services on Microsoft Azure or Google Cloud.
  • ETL/ELT tools knowledge such as AWS Glue, EMR, Azure Data Factory, and Informatica.
  • Expert working 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.
  • In-depth understanding of SSL/TLS handshake and troubleshooting SSL negotiation
  • Advanced knowledge in driver configuration and troubleshooting for ODBC, JDBC, GO, and .NET.
  • High level of proficiency with system troubleshooting on a variety of operating systems (Windows, Mac, *Nix), including many of the following tools: tcpdump, lsof, Wireshark, netstat, sar, perfmon, and process explorer.
  • Experience troubleshooting proxies and ssl communication (MitmProxy/nginx/squid)
  • Debugging experience in Python, Java, or Scala.
  • Experienced with 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).
  • Familiarity with database-related concepts and writing SQL queries.
  • Familiarity with Kafka and Spark technologies.

NICE TO HAVE:

  • Understanding of data loading/unloading process in Snowflake.
  • Understanding Snowflake streams and tasks.
  • Expertise in database migration processes.
  • SQL skills, including JOINS, Common Table Expressions (CTEs), and Window Functions.
  • Experience in supporting applications hosted on Amazon AWS or Microsoft Azure.
  • Familiarity with containerization technologies like Docker and Kubernetes.
  • Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.
  • Experience developing CI/CD components for production-ready data pipelines.
  • Experience working with big data and/or MPP (massively parallel processing) databases
  • Experienced with data warehousing fundamentals and concepts
  • Database migration and ETL experience
  • Familiarity with Data Manipulation and Analysis such as pandas, NumPy, scipy.
  • Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).

SPECIAL REQUIREMENTS:

  • Participate in pager duty rotations during nights, weekends, and holidays.
  • Ability to work the 4th/night shift, which typically starts at 10 pm IST.
  • Applicants should be flexible with schedule changes to meet business needs.