Cloud Support Engineer at Snowflake

Dublin, California, United States

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$94,000 – $126,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cloud Computing, Data AnalyticsIndustries

Requirements

Bachelor's or Master's degree in Computer Science or equivalent discipline
2+ 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
Basic familiarity with one major cloud service provider's ecosystem
Understanding of basic Python and Java code
Basic understanding of Windows and Linux Operating Systems
Basic understanding of Data Warehousing fundamentals and concepts
Ability to write and understand basic SQL queries
Proficiency in reading and understanding Python and/or Java code
Experience with AWS services or similar services on Microsoft Azure or Google Cloud
Competent in using ETL/ELT tools like AWS Glue, EMR, or Azure Data Factory
Familiarity with third-party troubleshooting tools such as Wireshark and Fiddler
Driver configuration skills for ODBC, JDBC, etc
Understanding of TCP/IP, HTTP/S, DNS, APIs, and basic connectivity troubleshooting
Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ)
Ideally, experience in a 24x7 environment, handling technical case escalations and incident management, technical support, on-call during weekends, and familiarity with database release management

Responsibilities

Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners using email, web, and phone
Adhere to response and resolution SLAs and escalation processes 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
Develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform
Deliver exceptional service, enabling customers to achieve the highest levels of continuity and performance from their Snowflake implementation
Be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams
Play an integral role in building knowledge within the team and participate in initiatives for organizational and process improvements

Skills

Snowflake

Cloud Support

Incident Management

Technical Escalations

Database Release Management

24x7 Support

Troubleshooting

Customer Support

Snowflake

Data management and analytics platform

About Snowflake

Snowflake provides a platform called the AI Data Cloud that helps organizations manage and analyze their data. This platform allows users to store and process large amounts of data efficiently, offering services like data warehousing, data lakes, data engineering, data science, and data sharing. Snowflake's system works by uniting data from different sources, enabling secure sharing and performing various types of analytics. What sets Snowflake apart from its competitors is its ability to operate seamlessly across multiple public clouds, allowing users to access their data from anywhere. The company's goal is to help businesses leverage their data for better decision-making by providing a flexible subscription-based service that scales according to their needs.

Bellevue, WashingtonHeadquarters

2012Year Founded

$1,341.3MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

We've got your back - We offer comprehensive health insurance plans, health savings accounts, robust retirement plans, and generous life and disability insurance.

A Balanced Lifestyle - All Snowflakes have access to our weekly online lunch and learns, virtual workout classes, and ergonomic work-from-home equipment. We offer on-demand mental health and wellness programs to support our employees and their families.

Your People Matter - Help offset the cost of growing your family with our fertility benefits and family planning resources. Count on our generous time-off and various leave plans for you to rest, refuel, and sustain a great work-life balance.

Global Snowflake Team - No matter where you are in the world, we will get you connected and supported with a work-from-home setup.

Treat Yourself - Personalize your Snowflake benefits by tapping into our employee discounts and pre-tax selections.

Invest In Your Future - Eligible employees enjoy new hire equity, Employee Stock Purchase Plan (ESPP), and a quarterly bonus or commission program.

Risks

Integration challenges from Datavolo acquisition may disrupt operations and customer service.

Increased competition from Mistral AI could challenge Snowflake's market position.

Convertible senior notes pricing may increase financial pressure if market conditions worsen.

Differentiation

Snowflake offers a unified platform for diverse data workloads, unlike traditional solutions.

The AI Data Cloud enables near-unlimited scale and performance for data mobilization.

Snowflake's seamless multi-cloud experience ensures efficient data operations across locations.

Upsides

Acquisition of Datavolo enhances Snowflake's open data integration capabilities.

Investment in Metaplane boosts AI-driven data quality solutions for Snowflake users.

Snowflake Ventures' investment in Hex expands accessibility of data tools to non-technical users.

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