Requirements:

Bachelor’s or Master’s degree in Computer Science or equivalent discipline
5+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
Excellent writing and communication skills in English with attention to detail

Nice to Have:

Working experience in containerization and orchestration tools (e.g., Docker, Kubernetes)
Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS)
Understanding of event-driven architectures and microservices
Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway
Able to identify packages from import statements
Able to read library API documentation and use them effectively

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
Partner with engineering teams in prioritizing and resolving customer requests
Participate in a variety of Support initiatives
Provide support coverage during holidays and weekends based on business needs