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 Senior 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 Senior 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 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 role operates in a hybrid work environment, requiring a minimum of 3 days per week in person at our San José, Costa Rica office.
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
Ability to work in a highly collaborative environment across global teams
Basic familiarity with one major cloud service provider's ecosystem.
Basic understanding of Data Warehousing fundamentals and concepts
Ability to write and understand basic SQL queries
Scripting/coding experience in any Python or Java
Knowledge of TCP/IP and HTTP/S protocols.
Skilled at troubleshooting connectivity issues on Windows, Mac, or Unix-like systems.
Understanding of SSL/TLS handshake and troubleshooting SSL negotiation
Driver Configuration skills for ODBC, JDBC
Intermediate experience with system troubleshooting tools from the following: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorer
Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)
Basic familiarity with one major cloud service provider's ecosystem.
Work with customers to address any programmability-related issues.
Support the integration of third-party APIs and services into our applications.
Able to read a program in Python and Java and extract meaningful logic/content.
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).
Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.
Able to identify packages from import statements.
Able to read library API documentation and use them effectively.
NICE TO HAVE:Familiarity with at least one cloud platform and data warehousing solutions.
Basic understanding of Windows and Linux Operating Systems
Basic understanding of Data Warehousing fundamentals and concepts
Basic knowledge of MLOps and Container Services.
Being able to provide technical support for ML workflows on the Snowflake platform.
Understanding of cloud computing security concepts
Understanding of RESTful APIs and web services.
Understanding of load balancer concepts (F5, nginx, etc)
Familiar with Cloud service security concepts (Security Groups or NSG)
Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes).
Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS).
Understanding of event-driven architectures and microservices.
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?