Cloud Support Engineer (Night Shift)

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. 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. 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. 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. 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. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.