Staff Cloud Support Engineer - Snowflake Engine - Data Wareh

Staff Cloud Support Engineer

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 Staff 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 Staff 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. Shift 3 Special Requirement: Ability to work the 3rd/afternoon shift which typically starts from 2 pm IST Applicants should be flexible with schedule changes to meet business needs.

As a Staff 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 partners for software, and tools to investigate issues
• Document known solutions to the internal and external knowledge base
• Submit well-documented bugs and feature requests arising from customer-submitted requests and partner with Engineering towards a resolution
• Proactively identify recommendations and lead global initiatives to improve product quality, customer experience, and team efficiencies
• Provide support coverage during holidays and weekends based on business needs

Our ideal Staff Cloud Support Engineer will have:

• Bachelor's or Master's degree in Computer Science or equivalent discipline
• 8+ years of 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
• Ability to train team members and provide mentorship

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.