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 Principal 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 Principal 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.
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.
AS A PRINCIPAL 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 and work with Engineering toward a resolution.
Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
Train and mentor support staff
Provide support coverage during holidays and weekends based on business needs
OUR IDEAL PRINCIPAL CLOUD SUPPORT ENGINEER WILL HAVE:
Bachelor's or Master's degree in Computer Science or equivalent discipline
12+ 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 a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
In-depth knowledge of major cloud service providers' ecosystems.
Understanding of cloud computing security concepts
Capturing and analyzing heap dumps and stack traces
Expert working knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues
Firm understanding of SSL/TLS handshake and troubleshooting SSL negotiation
Driver Configuration skills for ODBC, JDBC
High level of proficiency with system troubleshooting on a variety of operating systems (Windows, Mac, *Nix) including many of the following tools: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorer
Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
In-depth knowledge of major cloud service providers' ecosystems.
Work with customers to address any programmability-related issues.
Support the integration of third-party APIs and services into our applications.
Expert knowledge of programming languages such as Python, Java, .NET, Node.js, R, or Go
Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS)
Understanding of software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab)
Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA).
Understanding of RESTful APIs and web services.
Exposure to automation and scripting.
Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes).
Understanding of event-driven architectures and microservices.
Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).
Experience with deploying workloads including schedulers
NICE TO HAVE:
Experience working with big data and/or MPP (massively parallel processing) databases
Understanding of Data Warehousing fundamentals and concepts
Database migration and ETL experience
Seasoned SQL skills (JOINS, CTEs, Window Functions)
Experience supporting applications running on either Amazon AWS or MS Azure
Experience working with Apache Hive
Experience with table formats (Delta, Iceberg).
Understanding of the Privatelink concept and its configuration in AWS/AZURE.
Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.
Familiarity with Data Manipulation and Analysis such as pandas, NumPy, and scipy.
Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.
Familiarity with Machine Learning Libraries such as scikit-learn, TensorFlow, Keras, and PyTorch.
Understanding of big data technologies (e.g., Hadoop, Spark) is a plus.
Strong knowledge of statistical analysis and machine learning techniques.
Experience with deep learning frameworks (e.g., TensorFlow, Keras, PyTorch)
Experience with Infrastructure as Code (IaC) tools such as Terraform.
Understanding of natural language processing (NLP) techniques.
Familiarity with software development methodologies (e.g., Agile, Scrum).
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?
The following represents the expected range of compensation for this role: The estimated base salary range for this role is $126,000 - $197,400.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.
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?