Cloud Support Engineer

Where Data Does More. 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 Cloud Support Engineer to join our team. As a Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of the Snowflake AI Data Cloud. Customers will look to you for technical guidance and expert advice regarding the 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 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.

You will play an integral role in building knowledge within the team and participate in initiatives for organizational and process improvements.

Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers. 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, been on-call during weekends, and are familiar with database release management.

• 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 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

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

• 2+ years of experience in a Technical Support environment or a similar technical function in a customer-facing role

• Excellent written and verbal 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.

• Understanding of basic Python and Java code.

• Basic understanding of Windows and Linux Operating Systems

• Basic understanding of Data Warehousing fundamentals and concepts

• Ability to write and understand basic SQL queries

• Proficiency in reading and understanding Python and/or Java code.

• Experience with AWS services or similar services on Microsoft Azure or Google Cloud.

• Competent in using ETL/ELT tools like AWS Glue, EMR, or Azure Data Factory.

• Familiarity with third-party troubleshooting tools such as Wireshark and Fiddler.

• Driver configuration skills for ODBC, JDBC, etc.

• Understanding of TCP/IP, HTTP/S, DNS, APIs, and basic connectivity troubleshooting.

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

• Understanding of RESTful APIs and web services.

• Ability to troubleshoot across multiple operating systems (Windows, Mac, Unix-like).

• Scripting/coding experience multiple of the following: Python, Java, .Net, NodeJS, R, scala

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

• Understanding of RESTful APIs and web services.

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

• Familiarity with Kafka and Spark technologies.

• Ability to analyze network and data outputs like tcpdump and Fiddler traces.

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

Every Snowflake employee is expected to follow the company's confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company's data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

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

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $94,000 - $126,000.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.