Senior Cloud Support Engineer

snowflake

Pune 5 Years Exp Posted 444d ago

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

In-depth knowledge of major cloud service providers' ecosystems.
Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
Ability to reproduce and troubleshoot complex technical issues.
Work with customers to address any programmability-related issues (e.g. dev-ops, kubernetes etc).
Intermediate level of understanding of LLMs and their applications in an enterprise.
Investigate, evaluate, and compare multiple Large Language Models (LLM) to deliver maximum value to Snowflake’s customers.
Knowledge of existing language runtimes—Python in particular and relevant ML libraries—to understand and troubleshoot customers' use cases built on Snowflake’s Cortex and ML stack.
Familiarity with MLOps practices and tools.
Familiarity with database-related concepts and writing SQL queries.