Staff Cloud Support Engineer

snowflake

Pune 8 Years Exp Posted 222d ago

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 partners for software, and tools to investigate issues
Document known solutions to the internal and external knowledge base
Submit well-documented bugs and feature requests arising from customer-submitted requests and partner with Engineering towards a resolution.
Proactively identify recommendations and lead global initiatives to improve product quality, customer experience, and team efficiencies.
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 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
Ability to train team members on data warehousing fundamentals and concepts
A clear 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
A clear understanding of Operating System internals, memory management, CPU management
Database migration and ETL experience
Scripting/coding experience in any programming language
Working knowledge of semi-structured data
Experience in RDBMS workload management.
Good understanding of any of the major cloud service provider’s ecosystem
Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats).
Understanding of the release cycle and tracking of behavior changes.