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- Tasks: Solve complex technical issues and provide expert guidance to Snowflake customers.
- Company: Join Snowflake, a leader in AI Data Cloud technology, committed to customer success.
- Benefits: Enjoy flexible schedules, remote work options, and opportunities for professional growth.
- Why this job: Be part of an innovative team that values collaboration and drives impactful solutions.
- Qualifications: 5+ years in technical support, strong communication skills, and familiarity with cloud services required.
- Other info: Ideal for tech enthusiasts eager to make a difference in a fast-growing company.
The predicted salary is between 36000 - 60000 £ per year.
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Join to apply for the Senior Cloud Support Engineer – Clients & Connectivity role at Snowflake
Where Data Does More. Join the Snowflake team.
Senior Cloud Support Engineer – Clients & Connectivity
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 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.
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
- Basic familiarity with one major cloud service provider\’s ecosystem.
- Basic understanding of Windows and Linux Operating Systems
- Basic understanding of Data Warehousing fundamentals and concepts
- Ability to write and understand basic SQL queries
- Scripting/coding experience in any Python or Java
- Knowledge of TCP/IP and HTTP/S protocols.
- Skilled at troubleshooting connectivity issues on Windows, Mac, or Unix-like systems.
- Understanding of SSL/TLS handshake and troubleshooting SSL negotiation
- Driver Configuration skills for ODBC, JDBC
- Intermediate experience with system troubleshooting tools from the following: tcpdump, lsof, wireshark, netstat, sar, perfmon, process explorer
- Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)
Nice to haves:
- Understanding of cloud computing security concepts
- Understanding of RESTful APIs and web services.
- Understanding of load balancer concepts (F5, nginx, etc)
- Familiar with Cloud service security concepts (Security Groups or NSG)
- Experienced with software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab).
- Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes).
- Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS).
- Understanding of event-driven architectures and microservices.
- Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.
- Able to identify packages from import statements.
- Able to read library API documentation and use them effectively.
- Basic driver configuration skills for ODBC, JDBC, etc.
- Familiarity with third-party troubleshooting tools such as Wireshark and Fiddler.
- Experience with ML tools and libraries, such as TensorFlow, PyTorch, or scikit-learn.
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?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com
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Senior Cloud Support Engineer - Clients & Connectivity employer: Snowflake
Contact Detail:
Snowflake Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Cloud Support Engineer - Clients & Connectivity
✨Tip Number 1
Familiarise yourself with Snowflake's platform and its features. Understanding how Snowflake operates and the common issues users face will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with current or former employees of Snowflake on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and the specific challenges faced by the support team.
✨Tip Number 3
Brush up on your troubleshooting skills, especially with tools like Wireshark and tcpdump. Being able to discuss your experience with these tools in a practical context will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience in a 24x7 support environment. Highlighting your ability to manage technical escalations and your flexibility with scheduling will show that you're ready for the demands of the role.
We think you need these skills to ace Senior Cloud Support Engineer - Clients & Connectivity
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, cloud services, and data warehousing. Use keywords from the job description to demonstrate that you meet the qualifications.
Craft a Compelling Cover Letter: In your cover letter, express your passion for data and problem-solving. Mention specific experiences where you've successfully resolved complex technical issues, and how they relate to the role at Snowflake.
Showcase Communication Skills: Since excellent writing and communication skills are crucial for this role, ensure your application is free of errors and clearly articulates your thoughts. Consider including examples of how you've effectively communicated technical information to non-technical stakeholders.
Highlight Relevant Technical Skills: List your technical skills prominently, especially those related to cloud computing, SQL, and troubleshooting. If you have experience with tools mentioned in the job description, such as Wireshark or Docker, make sure to include that as well.
How to prepare for a job interview at Snowflake
✨Show Your Technical Expertise
As a Senior Cloud Support Engineer, you'll need to demonstrate your technical knowledge. Be prepared to discuss your experience with various operating systems, database technologies, and troubleshooting tools. Highlight specific examples where you've successfully resolved complex issues.
✨Understand the Snowflake Platform
Familiarise yourself with the Snowflake Data Warehouse and its features. Be ready to explain how you would help customers optimise their use of the platform. Showing that you understand their needs and can provide tailored solutions will set you apart.
✨Communicate Clearly and Effectively
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly, especially when explaining technical concepts. Use examples from your past experiences to illustrate your points and ensure you listen actively to any questions.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past situations where you had to troubleshoot connectivity issues or manage escalations. Prepare to walk through your thought process and the steps you took to resolve the issues.
