Senior Cloud Support Engineer – Data Platform – Morning Shift

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 Senior 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 Senior 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 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 24×7 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.

Shift 1 Special Requirement:

Ability to work the 1st/morning shift which typically starts from 6 am IST

Applicants should be flexible with schedule changes to meet business needs

AS A SENIOR 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 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
• 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 SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

• 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
• 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 major cloud service providers’ ecosystems.
• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment
• Ability to reproduce and troubleshoot complex technical issues.
• Work with customers to address any programmability-related issues (e.g. dev-ops, kubernetes etc).
• Intermediate level of understanding of LLMs and their applications in an enterprise.
• Investigate, evaluate, and compare multiple Large Language Models (LLM) to deliver maximum value to Snowflake’s customers.
• Knowledge of existing language runtimes-Python in particular and relevant ML libraries-to understand and troubleshoot customers’ use cases built on Snowflake’s Cortex and ML stack.
• Familiarity with MLOps practices and tools.
• Familiarity with database-related concepts and writing SQL queries.

NICE TO HAVE:

• Good Understanding of Machine Learning foundations, neural networks, statistics, and optimization.
• Optimize model performance, scalability, and efficiency
• Production experience with several of the following frameworks: Pandas, NumPy, SKLearn, XGBoost, LightGBM, PyTorch, Tensorflow, and Keras.

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?