IT Client Services role providing Tier 1 - 3 support for software, hardware, and meeting technology issues. Involvement in user education and asset management within an inclusive workplace.
About the role
- Staff Cloud Support Engineer providing technical assistance and guidance for Snowflake's data platform. Collaborating with customers to ensure optimal use of Snowflake Data Warehouse while enhancing product quality.
Responsibilities
- 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
- 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
- Provide support coverage during holidays and weekends based on business needs
Requirements
- Bachelor’s or Master’s degree in Computer Science or equivalent discipline
- 8+ years 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 on data warehousing fundamentals and concepts
- Experience in configuring/troubleshooting one or more of the following drivers - ODBC, JDBC, Python Connector, NodeJS, Go, .Net, etc.
- Strong understanding of Amazon AWS Services such as S3, SQS, SNS, Lambda Functions, API Gateway, VPC, Route 53, and/or similar services in Microsoft Azure and Google Cloud Ecosystems
- Experience in Spark and Kafka concepts
- Experience in using third-party troubleshooting tools such as Wireshark, Fiddler, Process Monitor/Explorer, Linux performance tools, etc.
- Debugging/development experience in one or more of Python, Java, and Scala and knowledge of code maintenance on any of the Git repositories
- Experience in API Programming, e.g. REST API, Python API, SQL API, etc.
- Familiarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR etc.
- Experience in capturing and analyzing the tcpdumps, heap dump, and stack traces
- Familiarity with database related concepts and writing SQL queries
- Experience troubleshooting database connectivity issues/code
- Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
- Good understanding of the technical fundamentals of the Internet. You should have knowledge of internet protocols such as TCP/IP, HTTP/S, DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues
- Experience with Data Loading of File Formats such as CSV, Parquet, JSON etc
- Ability to reproduce and troubleshoot complex technical issues
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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