Cloud Support Engineer - SQL

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 values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake's Support team is expanding! We are looking for a Cloud Support Engineer to join our team 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 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 regards 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.

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 for an RDBMS, been on-call during weekends, and are familiar with database release management.

This position will be required to work out of our office in Dublin, CA at least 3x a week.

• 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 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

• In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance.

• Extensive experience with at least one major cloud service provider

• Advanced understanding of cloud services, architecture, and best practices.

• Proficient in database patch and release management.

• Knowledge of data warehousing resource allocation and optimization.

• Ability to identify scenarios for scaling up and scaling out of cloud resources.

• Expertise in managing job schedules and tasks for maximum throughput.

• A deep understanding of resource locks and experience with managing concurrent transactions.

• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions.Good understanding of database query lifecycle and internal join processing.

• Database migration and ETL experience.

• Familiarity with semi-structured data.

NICE TO HAVE:

• Experience in a Technical Support environment or a similar technical function in a customer-facing role

• Knowledge of distributed computing principles and frameworks (e.g., Hadoop, Spark).

• Scripting/coding experience in any programming language

• Understanding of cloud computing security concepts

• Scripting/coding experience in any programming language

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 - $138,000.
• 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.