Snowflake SENIOR / STAFF CLOUD SUPPORT ENGINEER - SQL 

Saudi Arabia, Riyadh Region, Riyadh 

73465966

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.

1. 1st Shift :

   • Working Hours: 6 AM to 3 PM
   • Coverage: Sunday to Thursday, On-Duty

2. 2nd Shift :

   • Working Hours: 2 PM to 11 PM
   • Coverage: Sunday to Thursday, On-Duty

3. 3rd Shift :

   • Working Hours: 10 PM to 7 AM
   • Coverage: Sunday to Thursday, On-Duty

Additionally, there is a
shift, which is rotating:

• Working Hours: 12 AM to 12 PM (On-call)

Kindly note: The 2nd and 3rd shifts will rotate every quarter. We will share more information during the interviews.

• 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

• Understanding of 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
• Good understanding of 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

• 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, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
• Understanding of cloud computing security concepts

Please do not include any sensitive personal information about yourself or others in your application or application materials (e.g., resume, cover letter), including but not limited to, health information, credit information, references to parentage and ethnic or tribal origin, and genetic information.