Snowflake Data Engineering

Role overview

This position is focused on supporting delivery operations by keeping day-to-day production work on track, handling technical escalations, and strengthening the technical abilities of the production team. The role also involves monitoring service quality, ensuring process discipline, and helping improve client experience through timely issue resolution.

Key responsibilities

• Monitor daily output and review performance against operational metrics.
• Track team scorecards and dashboard results to identify gaps and improvement areas.
• Provide technical guidance and process support to help the team perform better.
• Maintain clear records of customer queries, troubleshooting steps, resolutions, and unresolved cases.
• Ensure standard operating procedures are followed while addressing client issues.
• Resolve customer concerns within the service-level commitments defined in the contract.
• Help team members build a stronger understanding of the product and process to improve client handling and issue diagnosis.
• Analyze call logs and issue patterns to identify recurring problems and prevent repeat incidents.
• Recognize risk indicators and escalate serious client matters to the team lead when resolution timelines are at risk.
• Make sure product details and required disclosures are shared with clients before and after call or email interactions.
• Support compliance with service agreements to reduce legal and contractual risk.
• Manage technical escalations through structured diagnosis and troubleshooting.
• Address technical blockers and escalated cases within SLA and quality expectations.
• Escalate unresolved issues to TA and SES in a timely manner when needed.
• Deliver product support by diagnosing issues and guiding users through step-by-step solutions.
• Handle client concerns in a professional, courteous, and easy-to-understand manner.
• Suggest practical alternatives where appropriate to help retain customer confidence and business.
• Communicate clearly and adapt messages to the audience and situation.
• Schedule and complete follow-up callbacks to gather feedback and confirm SLA compliance.
• Coach and mentor production specialists to improve technical capability.
• Identify skill gaps through discussions and interviews, then plan triage-based training to address them.
• Conduct product triage sessions and trainings for production specialists as per targets.
• Keep clients informed about planned triages and training activities.
• Stay updated on product features, enhancements, and changes through ongoing training.
• Complete product-specific and other client-recommended learning programs.
• Capture recurring issues and recommend suitable fixes for the team.
• Continuously improve job knowledge through self-learning and professional networking.

Performance expectations

Success in this role will be measured through resolution volumes, process adherence, quality, SLA achievement, customer pulse and feedback scores, team productivity, absenteeism, triage completion, and technical test performance.

Experience required

Candidates should bring 5 to 8 years of relevant experience.

Mandatory skill

Snowflake data engineering expertise is required for this position.

About the company

The organization presents itself as a digital transformation partner focused on reinvention, continuous evolution, and enabling employees to shape their own careers and capabilities.