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STAFF CLOUD SUPPORT ENGINEER - DATA INTEGRATION & ETL, CLIENTS & CONNECTIVITY

Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.

Snowflake’s Support team is expanding! We are looking for a Staff Cloud Support Engineer who likes working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of operating systems, database technologies, big data, data integration, connectors, and networking.

As a Staff Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of Snowflake Data Warehouse. Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake. You will be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

You will develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation.

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.

Applicants should be flexible with schedule changes to meet business needs.

AS A STAFF 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 STAFF CLOUD SUPPORT ENGINEER WILL HAVE:

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline

• 8+ 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 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

• Experience with table formats (Delta, Iceberg)

• 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.

• Familiarity with containerization technologies like Docker and Kubernetes.

• Advanced proficiency with Spark and Kafka

• Experience with Data Loading of File Formats such as CSV, Parquet, JSON, etc

• Proficiency in reading and understanding Python and Java code.

• Experience in using third-party troubleshooting tools such as Wireshark, Fiddler, Process Monitor/Explorer, Linux performance tools, etc.

• Experience in API Programming, e.g., REST API, Python API, SQL API, etc.

• 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.

• Experience in capturing and analyzing the tcpdumps, heap dump, and stack traces

• Familiarity with database-related concepts and writing SQL queries

• Experience in 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

• Deep understanding of SSL/TLS handshake and troubleshooting SSL negotiation

• Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).

• Debugging/development experience in one or more of Python, Java, and Scala, and knowledge of code maintenance on any of the Git repositories

• Driver Configuration skills for ODBC, JDBC

NICE TO HAVE:

• Experience working with big data and/or MPP (massively parallel processing) databases.

• Experience with CI/CD platforms and tools such as Terraform, Azure DevOps, Jenkins, etc.

• Understanding of the Privatelink concept and its configuration in AWS/AZURE

• Experience with Snowflake Openflow/Ni Fi.

• Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.

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

• Understanding of event-driven architectures and microservices.

• Able to read library API documentation and use them effectively.

• Experience with ML tools and libraries, such as Tensor Flow, Py Torch, or scikit-learn.

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.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com http://careers.snowflake.com