Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM NIGHT SHIFT PM 

India, Maharashtra, Pune 

659034441

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.