Senior / Cloud Support Engineer - Data Platform (Morning Shift - 6 AM IST - 3 PM IST)

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.

As a Senior Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of the Snowflake Cloud Data Platform. Customers will look to you for technical guidance and for advice in addressing their product usage and issue needs. You will be the voice of the customer into Snowflake's product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

Key Responsibilities:

• Provide email, web, and phone support to Snowflake customers and partners
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
• Document known solutions to internal and external knowledge base
• Submit well-documented bugs and feature requests arising from customer submitted requests and work with Engineering towards a resolution
• Work on technical and non-technical projects
• Provide support coverage during holidays and weekends based on business needs

Requirements:

• 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
• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of customer environment
• Good understanding of Amazon AWS (SQS, SNS, API Gateway, S3, Route 53) and/or similar services in Microsoft Azure ecosystems, Google Cloud
• Experience in ETL, ELT tools like AWS Glue, EMR, Azure Data Factory, Informatica, Data Pipelines
• Experience in Spark, Kafka systems
• Experience in using 3rd Party troubleshooting tools like Wireshark, Fiddler, Process Monitor/Explorer
• Experience in analyzing tcpdump, Fiddler Trace, capturing and analyzing heap dumps
• Capturing and analyzing Stack traces
• Strong SQL experience and database connectivity troubleshooting
• Experience in Configuring/Troubleshooting Drivers like ODBC, JDBC, GO, .Net
• Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
• Good understanding of internet protocols and diagnostic tools
• Debugging / Development experience in Python, Java or Scala
• Excellent writing and communication skills in English with attention to detail
• Strong teaming skills in a highly collaborative environment and the ability to function in global arenas

This role offers the opportunity to work with cutting-edge cloud data technology and contribute to the success of Snowflake's customers. The position requires a blend of technical expertise, problem-solving skills, and customer service orientation.