STAFF CLOUD SUPPORT ENGINEER - SQL

About the position

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 values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do. 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 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.

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
• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions
• Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions
• Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement
• Good understanding of database query lifecycle and internal join processing
• Database migration and ETL experience
• Scripting/coding experience in any programming language
• Familiarity with semi-structured data
• Experience in RDBMS workload management and database performance
• Experience with any of the major cloud service provider's ecosystem
• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
• Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
• Understanding of database patch and release management

Nice-to-haves

• Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases
• Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)
• Good understanding of the technical fundamentals of the internet, including knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS, as well as the ability to use diagnostic tools to troubleshoot connectivity issues
• Understanding of cloud computing security concepts

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending & health savings account
• At least 12 paid holidays
• Paid time off
• Parental leave
• Employee assistance program
• Bonus and equity plan eligibility