Cloud Support Engineer

Responsibilities

• Drive technical solutions to complex customer and partner issues through email, web, and phone.
• Meet response and resolution SLAs and follow escalation processes.
• Investigate and resolve issues using Snowflake, connectors, partner software, and internal tools.
• Analyze and tune query performance and recommend improvements.
• Document known solutions in internal and external knowledge bases.
• Report well-documented bugs and feature requests.
• Partner with engineering teams to prioritize and resolve customer requests.
• Participate in support, organizational, and process-improvement initiatives.
• Provide coverage during nights, weekends, and holidays as required.

Requirements

• Bachelor's or master's degree in Computer Science, a related discipline, or equivalent practical experience.
• 2+ years of technical support or similar technical, customer-facing experience.
• Excellent written and verbal English communication skills with strong attention to detail.
• Ability to collaborate across global teams.
• Hands-on experience with at least one major relational database management system.
• Strong SQL skills, including data types, aggregations, and analytical/window functions.
• Understanding of query lifecycles, query profiles, and execution plans.
• Experience querying and transforming semi-structured data such as JSON and XML.
• Experience with a major cloud service provider and understanding of cloud architecture and best practices.
• Strong process orientation and problem-solving skills.
• Ability to participate in overnight on-call rotations and work a night shift, typically beginning at 10:00 PM IST.

Nice to Have

• Query optimization through join rewrites while maintaining logical consistency.
• Knowledge of caching mechanisms and caching strategies.
• Database patch and release management experience.
• Experience with distributed databases, big data, or massively parallel processing systems.
• Database migration and ETL experience.
• Disaster recovery planning experience.
• High-availability solution configuration and management.
• Cloud cost monitoring and optimization experience.