Senior/Staff Priority Support Engineer - Data Platform

Build the future of the AI Data Cloud. Join the Snowflake team.

The Snowflake Priority Support team is dedicated to large or strategic customers who use Snowflake as a critical part of their business operations and infrastructure. This program aims to deliver to these customers the highest levels of customer experience, service continuity, cost-effectiveness and performance from their Snowflake implementation.

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 Senior/Staff Priority 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 Senior/Staff Priority 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.

You will 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. You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience.

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.

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 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

• Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally

OUR IDEAL PRIORITY SUPPORT ENGINEER WILL HAVE:

• Bachelor's. or Master's degree in Computer Science or equivalent discipline

• 6+ 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

• Hands on experience with the Snowflake product is highly preferred

• 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

Nice to haves:

• Experience working with big data and/or MPP (massively parallel processing) databases

• Understanding of Data Warehousing fundamentals and concepts

• Database migration and ETL experience

• Scripting/coding experience In any of the following: .Net, Javascript, R, GO

• Experience with Libraries/Frameworks such as Pandas, SciPy, TensorFlow etc.

• Experience supporting applications running on either Amazon AWS or MS Azure

• Experience with virtualization and Container solutions (VMware, Docker, Virtualbox, Kubernetes, etc)

• Understanding of cloud computing Network and Security concepts

• Experience with CI/CD platforms and tools such as Terraform, Azure Devops, Jenkins etc.

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $115,000 - $170,200.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: 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; and other company benefits.

Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?