Hybrid Staff Cloud Support Engineer, Data Platform

at Snowflake

• Job title: Staff Cloud Support Engineer, Data Platform
• Job type: Full Time
• Experience level: Lead
• Salary: $116,000 - $152,200 per year
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, Cloud, DNS, ETL, Informatica, Java, Kafka, Linux, Matillion, Node.js, Python, Scala, Spark, SQL, Tableau, TCP/IP, Go
• Location requirements: Hybrid, Denver, United States

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