Senior Cloud Support Engineer – Data Platform

Senior Cloud Support Engineer – Data Platform

Requirements

• 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
• 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
• In-depth knowledge of major cloud service providers’ ecosystems
• Proficiency in reading and understanding Python and Java code
• Specialized knowledge of AWS services or similar services on Microsoft Azure or Google Cloud
• ETL/ELT tools knowledge such as AWS Glue, EMR, Azure Data Factory, and Informatica
• In-depth experience with third-party troubleshooting tools and advanced network and data analysis
• Advanced knowledge in driver configuration and troubleshooting for ODBC, JDBC, GO, and .NET
• Debugging experience in Python, Java, or Scala
• Advanced knowledge of internet protocols and advanced diagnostic tools for connectivity issues
• Expert-level troubleshooting skills across various operating systems (Windows, Mac, Unix-like)
• Familiarity with database-related concepts and writing SQL queries
• Familiarity with Kafka and Spark technologies
• Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS)
• Understanding of software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab)
• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA)
• Understanding of RESTful APIs and web services
• Exposure to automation and scripting
• Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes)

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
• 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

Preferred Qualifications

• Understanding of data loading/unloading process in Snowflake
• Understanding Snowflake streams and tasks
• Expertise in database migration processes
• SQL skills, including JOINS, Common Table Expressions (CTEs), and Window Functions
• Experience in supporting applications hosted on Amazon AWS or Microsoft Azure
• Familiarity with containerization technologies like Docker and Kubernetes
• Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly
• Experience developing CI/CD components for production-ready data pipelines
• Working experience with Jupyter Notebooks
• Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway
• Familiarity with Data Manipulation and Analysis such as pandas, NumPy, scipy
• Understanding of big data technologies (e.g., Hadoop, Spark) is a plus
• Understanding of event-driven architectures and microservices
• Knowledge of authentication and authorization protocols (OAuth, JWT, etc.)