Cloud Support Engineer (Snowflake)

Location: Pune, India; night shifts typically start at 10:00 PM IST, with on-call coverage during nights, weekends, and holidays.

Company

Snowflake provides the AI Data Cloud and helps customers use its platform to deliver data-driven business insights and operational performance.

What you will do

• Provide technical guidance and resolve complex customer issues through email, web, and phone.
• Investigate Snowflake environments, connectors, third-party software, and internal tools to identify and resolve problems.
• Analyze and tune query performance, interpret query profiles and execution plans, and recommend improvements.
• Meet response and resolution SLAs, manage escalations, and support incident resolution.
• Document known solutions, report product bugs and feature requests, and partner with engineering teams.
• Participate in support initiatives and provide coverage during nights, weekends, and holidays as required.

Requirements

• 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 role.
• Excellent written and verbal English communication skills.
• Hands-on experience with a major relational database and strong SQL skills, including aggregations and analytical/window functions.
• Experience with query lifecycles, execution plans, semi-structured data such as JSON and XML, and at least one major cloud service provider.
• Ability to work collaboratively across global teams and participate in schedule changes and on-call rotations.

Nice to have

• Experience with query optimization, join rewrites, caching strategies, and distributed databases, including big data or MPP systems.
• Database patch and release management experience.
• Database migration, ETL, disaster recovery, and high-availability solution experience.
• Experience monitoring and optimizing cloud spend.

Culture & Benefits

• Work with subject matter experts focused on customer success and technical knowledge sharing.
• Collaborate with customers, partners, product teams, and engineering teams.
• Participate in an AI-native, experimental, and fast-moving work environment.
• Provide support coverage during holidays and weekends based on business needs.