Customer Technical Support Engineer
Previous Job
Customer Technical Support Engineer
Ref No.: 18-00444
Location: San Mateo, California
Start Date: 01/18/2018
We are currently looking for Customer Technical Support Engineers who have worked in a technical support role in a 24x7 support environment.  The technical support engineer should be familiar with ITIL practices and be technically versed in Linux, Java, and SQL environments.

We are looking for seasoned customer technical support engineers that enjoy working on a complex, enterprise-grade, high quality product. If you want to make a difference and take pride in building quality into a product from the onset, please contact us to learn more about this exciting and challenging opportunity!As a Customer Technical Support Engineer at Snowflake you will:
    • Helping customers solve technical issues with our SaaS data warehouse platform.
    • Answering questions from customers and prospective customers about the features and capabilities of our platform.
    • Documentation of troubleshooting work and solutions into our knowledge base repository.
    • Communicating customer needs and wishes via a customer ticketing system.
    • Be able to be work in a 24x7 customer support environment.
    • Utilize and manage customer-ticketing system.
    • Work with Engineering and Sales to prioritize and resolve customer support tickets.
    • Provide Level-0, Level-1 and Level-2 support.
Our ideal Customer Technical Support Engineer will have:
    • Experience in a technical support environment
    • Hands-on SQL expertise:
    • Excellent knowledge of traditional SQL (SQL:92)
    • Good knowledge of modern SQL constructs (e.g. SQL:2003, SQL:2008)
    • Wide knowledge of SQL datatypes and functions
    • Good understanding of data import/export aspectsFamiliarity with multiple SQL systems / dialects is a plus
    • Knowledge of DBMS internals - familiarity with different layers of database systems: connectivity/interfaces; query compiler/optimizer; query execution.
    • Experience testing specific DBMS features is a plus
    • Excellent understanding of the technical fundamentals of the Internet. You should have a solid knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as traceroute, ping, and dig.
    • Strong command line Linux skills. You should have setup and run your own Linux servers before.
    • Excellent Windows, Mac & Linux environment troubleshooting ability.
    • Experience using ODBC, and JDBC technology in addition to troubleshooting JVM environments.
    • Scripting/coding experience in Python, Perl, Bash, and Ruby.
    • Understanding of Data Warehouses and Big data environments is a plus.
    • The ability to be a good listener, and to really understand a customer problem or question and help them solve it.
    • Excellent writing and communication skills. Most of your work will be written (email, documentation, etc.).
    • Excellent telephone mannerisms. Some support will be provided over the phone (via our VoIP system)