Principal Priority Support Engineer

About the Role

Salary: $126K - $197.4K Location Type: Remote Employment Type: FullTime

Where Data Does More. 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 Support team is expanding! We are looking for a Principal Priority Support Engineer to join our team. As a Principal Priority Support Engineer, your role is to delight our customers with your passion and knowledge of the Snowflake AI Data Cloud. 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 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. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

You will 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. You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience.

Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support, been on-call during weekends, and are familiar with database release management.

Responsibilities

AS A PRINCIPAL PRIORITY 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

Qualifications

OUR IDEAL PRINCIPAL PRIORITY 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 written and verbal communication skills in English with attention to detail
• Ability to work in a highly collaborative environment across global teams
• Experience writing, troubleshooting, and debugging complex SQL queries on distributed systems/MPP (massively parallel processing) architecture
• Expert-level understanding of query profiles and execution plans to analyze performance and make recommendations
• Strong knowledge of RDBMS, SQL data types, and functions
• Good understanding of Amazon AWS and/or Microsoft Azure ecosystems
• Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
• Excellent troubleshooting skills on a variety of operating systems (Windows, Ma