Cloud Support Engineer - SQL

Snowflake; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

A leading company in the AI Data Cloud sector seeks a Cloud Support Engineer to join their expanding team. The successful candidate will provide technical support, solving complex problems related to the Snowflake Data Warehouse while ensuring exceptional customer satisfaction. This role requires strong problem-solving skills, a technical background, and the ability to thrive in a collaborative environment.

Qualifications

• 2+ years of experience in a Technical Support environment.
• Familiarity with various cloud service providers.
• In-depth knowledge of caching mechanisms and cloud architectures.

Responsibilities

• Drive technical solutions to complex problems for customers.
• Adhere to response and resolution SLAs.
• Document known solutions in the internal knowledge base.

Skills

Problem-Solving

Communication Skills

Technical Support

SQL Query Troubleshooting

Collaboration

Education

Bachelor's or Master's degree in Computer Science

Tools

Database Management Systems

Cloud Services

Job description

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

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 Cloud Support Engineer to join our team 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 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 regards to their effective and optimal use of Snowflake. You will be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

Based on business needs, you may 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.

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.

This position will be required to work out of our office in Dublin, CA at least 3x a week.

AS A CLOUD SUPPORT ENGINEER AT SNOWFLAKE, 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

Demonstrate good problem-solving skills and be process-oriented

Utilize 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

Partner with engineering teams in prioritizing and resolving customer requests

Participate in a variety of Support initiatives

Provide support coverage during holidays and weekends based on business needs

OUR IDEAL CLOUD SUPPORT ENGINEER WILL HAVE :

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

2+ 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

In-depth knowledge of various caching mechanisms and ability to take advantage of caching strategies to enhance performance.

Extensive experience with at least one major cloud service provider

Advanced understanding of cloud services, architecture, and best practices.

Proficient in database patch and release management.

Knowledge of data warehousing resource allocation and optimization.

Ability to identify scenarios for scaling up and scaling out of cloud resources.

Expertise in managing job schedules and tasks for maximum throughput.

A deep understanding of resource locks and experience with managing concurrent transactions.

Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better

Database migration and ETL experience.

Familiarity with semi-structured data.

NICE TO HAVE :

Experience in a Technical Support environment or a similar technical function in a customer-facing role

Knowledge of distributed computing principles and frameworks (, Hadoop, Spark).

Scripting / coding experience in any programming language

Understanding of cloud computing security concepts

Scripting / coding experience in any programming language

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.

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.

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