Cloud Support Engineer

Position Overview

• Location Type: Onsite (Hybrid - requires 3x a week in Dublin, CA)
• Job Type: FullTime
• Salary: $94K - $120K

Join the Snowflake team and help build the future of the AI Data Cloud! Snowflake Support is dedicated to providing high-quality resolutions and customer success. We are a team of subject matter experts who prioritize customer partnerships and Snowflake’s core values: putting customers first, acting with integrity, owning initiative and accountability, and getting it done. Snowflake’s Support team is expanding and seeking a Cloud Support Engineer who enjoys working with data and solving diverse technical issues. This role involves technical guidance and expert advice to customers regarding Snowflake Data Warehouse, acting as the voice of the customer for product feedback and improvements. You will play a key role in building knowledge within the team and contributing to strategic initiatives.

Requirements

• Experience working with various operating systems.
• Experience with database technologies.
• Experience with big data technologies.
• Experience with data integration and connectors.
• Familiarity with networking concepts.
• Experience in a 24x7 environment.
• Experience handling technical case escalations and incident management.
• Technical support experience for an RDBMS.
• Familiarity with database release management.
• Experience working on-call during weekends (preferred).

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.
• 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 in the internal and external knowledge base.
• Report well-documented bugs and feature requests arising from customer-submitted requests.
• Partner with engineering teams in prioritizing issues.
• Develop a strong understanding of customer use cases and their Snowflake implementation.
• Deliver exceptional service, enabling customers to achieve high levels of continuity and performance.

Application Instructions

• (Information missing - Please refer to Snowflake's careers website for specific application instructions.)

Company Information

Snowflake is a leading cloud data platform company. They are committed to delivering world-class Support and are looking for talented individuals to join their team.