Find Your Dream Job

Senior Cloud Support Engineer

Pune (Night Shift 10PM - 7AM)

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 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.

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 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:B

• 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
• Solid knowledge of at least one major RDBMS
• In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions
• A deep understanding of resource locks and experience with managing concurrent transactions
• Proven experience with query lifecycle, profiles, and execution/explain plans
• Expertise in managing schedules of jobs and tasks for maximum throughput
• Demonstrated ability to analyze and tune query performance and provide detailed recommendations for performance improvement
• Advanced skills in interpreting SQL queries and execution workflow logic
• Proven ability with rewriting joins for optimization while maintaining logical consistency
• In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance
• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
• Proficiency with JSON, XML, and other semi-structured data formats
• Proficient in database patch and release management

NICE TO HAVES:

• Knowledge of distributed computing principles and frameworks (e.g., Hadoop, Spark)S
• Scripting/coding experience in any programming language
• Database migration and ETL experience
• Ability to monitor and optimize cloud spending using cost management tools and strategies.