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Snowflake is seeking a Cloud Support Engineer to join its expanding Support team in Pune on a night shift (starting 10:00 PM IST). This role is central to delivering exceptional technical support to Snowflake's customers, helping them maximize value from the Snowflake AI Data Cloud platform.
In this position, you will drive technical solutions to complex customer problems, providing in-depth analysis and guidance via email, web, and phone. You'll develop a deep understanding of each customer's use case and how they leverage Snowflake, ensuring they achieve optimal performance and continuity. Key responsibilities include analyzing and tuning query performance, documenting solutions in knowledge bases, reporting bugs and feature requests, and partnering with engineering teams to prioritize customer requests. You'll adhere to SLAs and escalation processes, handle technical case escalations and incident management, and participate in on-call rotations during nights, weekends, and holidays.
The ideal candidate holds a Bachelor's or Master's degree in Computer Science or equivalent practical experience, with 2+ years in technical support or a similar customer-facing technical role. You should have hands-on experience with at least one major RDBMS, strong SQL skills (data types, aggregations, analytical/window functions), and working knowledge of query lifecycle, profiles, and execution plans. Experience with semi-structured data formats (JSON, XML), at least one major cloud service provider, and cloud architecture best practices is required. A process-oriented approach and strong problem-solving skills are essential.
Nice-to-have qualifications include query optimization expertise, knowledge of caching mechanisms, database patch and release management, experience with distributed/big data systems, ETL and database migration experience, disaster recovery planning, high-availability solutions, and cloud cost optimization tools.
This is a 24x7 support environment requiring flexibility with schedule changes and comfort working night shifts. You'll be part of a global team committed to customer success and continuous organizational improvement.
