Cloud Support Engineer (Night Shift)
Snowflake · Posted Oct 10
Cloud data warehousing, analytics, data sharing, and AI infrastructure services
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About the role
Snowflake Support is a team of subject matter experts that provides high-quality resolutions and partners with customers to help them achieve data-driven business insights and results across the Snowflake AI Data Cloud. This role provides technical guidance and expert advice on the effective and optimal use of Snowflake, developing a deep understanding of each customer's use case and how they leverage the platform. The engineer will drive technical solutions for complex issues via email, web, and phone, analyze and tune query performance, document solutions, and partner with product and engineering teams on customer feedback.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
- 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
Preferred qualifications
- 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
Benefits and support
- Compensation and benefits are detailed in the job posting
About Snowflake
Snowflake delivers the AI Data Cloud, a cloud-based platform that unifies data warehousing, data lakes, data engineering, and data sharing. Its architecture separates compute from storage, enabling organizations to securely store, govern, and analyze data across multiple public clouds. The platform also integrates generative AI services and developer frameworks to help enterprises scale advanced workloads.
- Industry
- Cloud Computing
- Company size
- 10001+ employees
- Founded
- 2012-07-23
- Location
- Bozeman, Montana, USA
- Funding stage
- Public Company
Funding
Public Company · $1.56B raised
- 2012-02-01Seed$900K
- 2012-08-01Series A$5M
- 2014-10-01Series B$26M
- 2015-06-01Series C$79M
- 2017-09-01Series D$105M
- 2018-01-01Series E$263M
- 2018-10-01Series F$450M
- 2020-02-01Series G$479M
- 2020-09-16Post IPO$376M
Leadership
Chief Executive Officer
Chief Financial Officer
Executive Vice President, Product
Chief Technology Officer
Chief Security and Trust Officer
Recent coverage
Snowflake Press Release
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Snowflake Prices Upsized Private Placement of $3.75 Billion of 0.00% Convertible Senior Notes2026-09-29
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Snowflake Unlocks Better AI Economics with Dynamic Model Routing, Delivering More Value to Customers2026-08-18