Snowflake SENIOR CLOUD SUPPORT ENGINEER - CLIENTS & CONNECTIVITY 

Ireland, Dublin 

819582718

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 in order 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:

• 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

• Basic familiarity with one major cloud service provider's ecosystem.

• Basic understanding of Windows and Linux Operating Systems

• Basic understanding of Data Warehousing fundamentals and concepts

• Ability to write and understand basic SQL queries

• Scripting/coding experience in any Python or Java

• Knowledge of TCP/IP and HTTP/S protocols.

• Skilled at troubleshooting connectivity issues on Windows, Mac, or Unix-like systems.

• Understanding of SSL/TLS handshake and troubleshooting SSL negotiation

• Driver Configuration skills for ODBC, JDBC

• Intermediate experience with system troubleshooting tools from the following: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorer

• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)

NICE TO HAVE:

• Understanding of cloud computing security concepts

• Understanding of RESTful APIs and web services.

• Understanding of load balancer concepts (F5, nginx, etc)

• Familiar with Cloud service security concepts (Security Groups or NSG)

• Experienced with software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab).