Staff Cloud Support Engineer - Technical Lead

Where Data Does More. Join the Snowflake team.

We’re at the forefront of the data revolution, committed to building the world’s greatest data and applications platform. Our ‘get it done’ culture allows everyone at Snowflake to have an equal opportunity to innovate on new ideas, create work with a lasting impact, and excel in a culture of collaboration.

Snowflake’s Support team is expanding! We are looking for Senior-level support engineers who like working with data and solving a wide variety of issues utilizing their technical experience having worked on various operating systems, database technologies, big data, data integration, connectors, and networking.

As a Support Technical Lead, you will be a technical leader in our world-class support team. Your role is to delight our customers with your passion and knowledge of the Snowflake Data Cloud and also your teammates. You will be the voice of the customer in Snowflake’s product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Ideally, you have worked in a 24x7 environment and handled all tiers of support issues. You will work with other engineers to debug, troubleshoot, write code, and create samples.

A Support Technical Lead has arguably one of the most impressive confluence of holistic skills in all professions, all of which directly translate to other career choices either within or outside Support, including:

• Strong Customer Advocacy skills

• Strong troubleshooting skills to logically and thoughtfully solve problems

• Strong communication skills in English, both written and verbal

YOU WILL:

• 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 and work with Engineering toward a resolution.

• Proactively identify recommendations and lead global initiatives to improve product quality and customer experience

• Train and mentor support staff

• Be the SME in one or more product functional areas

• Mentor, coach and enable Support Engineers via 1:1 technical collaborations

• Assist as the technical SME on escalated cases and accounts when engaged either by Support Engineer or escalation manager

• Host daily technical huddles, weekly office hours, and case clinics for your functional area

• Review/curate knowledge articles

• Own Engineering partnerships to help drive product and process enhancement.

• Lead new feature readiness activities in partnership with Support Release Readiness TPMs as technical and support SMEs

• Partner with support learning to create/review technical training for existing/new concepts and features.

• Partner with Incident Management to help with technical qualification, impact analysis and Support Engineer’s readiness

OUR IDEAL TECHNICAL LEAD WILL HAVE :

• Bachelor's or Master's degree in Computer Science or equivalent discipline

• 12+ years experience in a Technical Support environment or a similar technical function in a customer-facing role

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

• Ability to work in a highly collaborative environment across global teams

• Good understanding of Snowflake’s cloud computing architecture, global service, security, data warehouse, and data lakes

• Expert-level knowledge and advanced troubleshooting skills across multiple Support functional areas

• Ability to effectively communicate with all audiences (customers, Support Engineers, and engineering)

• Proficient with case management best practices

• Aptitude to collaborate with, mentor, and coach Support Engineers

• Strong organizational and time management skills

• Experience writing, profiling, and debugging SQL queries

• Familiarity with AI/ML concepts

• Familiarity with Salesforce Service Cloud, JIRA, Confluence

NICE TO HAVE:

• Principal Cloud Support Engineer experience

• Familiarity with Data Science

• Expert Proficiency in at least 60% of the areas below

  • Demonstrable engagement in open-source software as a developer or contributor

  • Experience supporting applications on Amazon AWS, MS Azure, or Google Cloud

  • Programming/scripting/debugging experience in one or more of the following languages: Java, Python, C++, R, Scala, C# (.Net), JavaScript (Node.js), Go, PHP

  • Experience in troubleshooting database connectivity issues using client software, drivers/connectors

  • Excellent understanding of the technical fundamentals of Internet services and protocols such as TCP/IP, HTTP, TLS/SSL, DNS

  • Experience understanding and troubleshooting REST APIs

  • Experience with cloud-provider message services such as AWS SQS/SNS, Azure queues, and GCP Pub/Sub

  • Experience with cloud-based tools used by data engineers for ETL/ELT, such as AWS Glue, EMR, Azure Data Factory, Informatica, Apache NiFi

  • Experience with Spark or Kafka systems

  • Platform and Data Security Configuration and Management

  • Experience in using troubleshooting tools like tcpdump, netstat, nslookup, dig, mitmproxy, Wireshark, Fiddler, Process Monitor/Explorer

  • Experience with virtualization solutions (VMware, Docker, Virtualbox, Docker, etc.)

  • Performance engineering (Proficiency in writing, profiling, and debugging complex SQL queries with a focus on performance improvement)

  • Experience supporting mission-critical large-scale database technologies such as Netezza, Exadata, Teradata, or Greenplum.

  • Experience with T-SQL and/or PL-SQL.

  • Experience with common BI and data exploration tools (e.g. PowerBI, Tableau, MicroStrategy, Business Objects)

  • Database migration experience

  • Experience with AI/ML concepts (Ml Functions, AI Models, GenAI, Agentic AI)

  • Experience with Snowflake Notebooks/Jupyter Notebooks

Snowflake is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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?

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