Job description

About the position 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 • 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 • 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.

Requirements