Cloud Support Engineer (Night Shift)

Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone

Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceeds expectations

Use the Snowflake environment, connectors, third-party partner software, and internal tools to investigate and resolve issues

Analyze and tune query performance, and provide clear recommendations for improvement

Document known solutions in the internal and external knowledge base

Report well-documented bugs and feature requests arising from customer-submitted requests

Partner with engineering teams to prioritize and resolve customer requests

Participate in a variety of Support initiatives

Provide support coverage during holidays and weekends based on business needs

Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent practical experience

2+ years of experience in technical support or a similar technical, customer-facing function

Excellent written and verbal communication skills in English, with strong attention to detail

Ability to work in a highly collaborative environment across global teams

Hands-on experience with at least one major RDBMS

Strong SQL skills, including data types, aggregations, and analytical/window functions

Working knowledge of query lifecycle, query profiles, and execution plans, with the ability to interpret query logic and troubleshoot performance

Experience querying and transforming semi-structured data formats such as JSON and XML

Working experience with at least one major cloud service provider, and a solid understanding of cloud architecture and best practices

A process-oriented approach and strong problem-solving skills

Experience optimizing query performance through join rewrites while maintaining logical consistency

Knowledge of caching mechanisms and how to apply caching strategies to improve performance

Experience with database patch and release management

Experience working with distributed databases, including big data and/or MPP (massively parallel processing) systems

Database migration and ETL experience

Experience designing and implementing disaster recovery plans

Experience configuring and managing high-availability solutions

Experience monitoring and optimizing cloud spend using cost management tools and strategies

Participation in on-call rotations during nights, weekends, and holidays

Ability to work a night shift, typically starting at 10:00 PM IST

Flexibility with schedule changes to meet business needs

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