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Staff Cloud Support Engineer – Sql – Public Sector
| Company | Snowflake |
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| Location | DeSoto, TX, USA |
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| Salary | $109000 – $144500 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Master’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.
- Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.
- 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
- Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions
- Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions
- Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement
- Good understanding of database query lifecycle and internal join processing
- Database migration and ETL experience
- Scripting/coding experience in any programming language
- Familiarity with semi-structured data
- Experience in RDBMS workload management and database performance
- Experience with any of the major cloud service provider’s ecosystem
- Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
- Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
- Understanding of database patch and release management
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
Preferred Qualifications
- Experience working with a distributed database i.e. big data and/or MPP (massively parallel processing) databases.
- Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)
- Good understanding of the technical fundamentals of the internet. You should have a solid knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
- Understanding of cloud computing security concepts
