Cloud Support Engineer (Night Shift)
Snowflake · Pune, India · 10d ago
At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.
Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers' success. We form partnerships with customers by listening, learning, and building connections.
Snowflake's Support team is expanding! We are looking for a Cloud Support Engineer to join our team. As a Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of the Snowflake AI Data Cloud. Customers will look to you for technical guidance and expert advice regarding the effective and optimal use of Snowflake. You will be the voice of the customer regarding product feedback and improvements for Snowflake's product and engineering teams.
You will develop a strong understanding of each customer's use case and how they leverage the Snowflake platform, delivering exceptional service that enables them to achieve the highest levels of continuity and performance from their Snowflake implementation. Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers.
You will play an integral role in building knowledge within the team and participate in initiatives for organizational and process improvements.
Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support, been on-call during weekends, and are familiar with database release management.
AS A CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:
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
OUR IDEAL CLOUD SUPPORT ENGINEER WILL HAVE:
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
NICE TO HAVE:
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
SPECIAL REQUIREMENTS:
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