Snowflake Support Engineer

Job description

Job Title: Snowflake Support Engineer Introduction to role: Are you ready to keep a modern data platform running at full speed so insights reach decision-makers when they matter most? In this role, you will support a key regional hub and ensure that data powering critical dashboards and reports remains accurate, timely, and trusted—helping our business move faster and ultimately improving patient outcomes. As the Snowflake Support Specialist for our Italy Hub, you will be the guide on the Snowflake back end. You will also handle data flows and service operations that keep our modern BI landscape balanced. You will partner with business users, support teams, the Service Desk, and resolver groups to handle incidents, service requests, minor improvements, and ongoing optimization. Can you trace a missing target from a data source through transformations to a Power BI report—and fix it before it affects a critical meeting? If so, you will thrive here. Accountabilities: • Snowflake Platform Support: Own day-to-day support for the Snowflake environment underpinning reporting and dashboards; triage and resolve issues to safeguard platform stability and data availability. • Data Pipeline and Flow Stewardship: Support ingestion, transformation, and movement of data; investigate failures, missing data, and refresh issues while handling upstream and downstream impacts. • Incident Ownership and Service Request Fulfilment: Lead triage, analysis, prioritization, resolution, and documentation of incidents and requests in line with service management processes and SLAs. • ITSM Ticket Management: Use ServiceNow (or similar) as the system of record; maintain accurate ownership, communication, critical issue, and closure of support activities. • Support Changes and Minor Enhancements: Deliver low-complexity changes—such as updates to data handling logic and support fixes—to restore or improve service. • Cross-Stack Fix: Collaborate with developers and business collaborators specializing in Power BI to analyze issues spanning source data, Snowflake objects, ingestion flows, and reporting outputs. • Preventive Operations and Data Quality: Identify risks to data quality and availability; implement checks and early warnings that reduce repeat incidents and improve reliability. • Documentation and Knowledge Transfer: Maintain support documentation, issue records, operational notes, and knowledge materials to enable consistent service and effective onboarding. • Continuous Improvement: Chip in to service improvements, quality management, and process optimization across the BI support model to reduce toil and increase throughput over time. • Team member Collaboration: Work closely alongside business partners, service desk colleagues, support teams, and platform collaborators to clarify issues, communicate progress, and drive timely resolution. Required Skills/Experience: • Fluent English communication skills, both written and spoken. • Background in collaborating across Western time zones and within an international environment aligned to Western business culture. • Bachelor’s degree or relevant experience in Information Technology, Computer Science, Data Engineering, Data Analytics, Engineering, or a related field. • Strong hands-on experience with Snowflake, including support for data structures, data loads, transformations, tackle, and issue analysis. • Experience supporting data pipelines, data ingestion, and data flow operations in a production or business-critical environment. • Demonstrable understanding of service management and ticket-based support operations, including incident handling, critical issue, prioritization, and communication. • Experience working with ServiceNow, JIRA, or similar ITSM / ticket management platforms. • Ability to investigate issues across multiple layers of a BI/data solution, including source data, transformation logic, Snowflake objects, refresh cycles, and reporting dependencies. • Strong problem-solving and analytical skills, with the ability to diagnose technical issues and coordinate resolution effectively. • Good documentation skills, including maintaining support notes, issue logs, and informative resources. • Ability to work in a structured service model aligned to defined business hours, SLAs, and operational review cadences. Desirable Skills/Experience: • Experience supporting enterprise BI or analytics platforms in a global or regional hub model. • Familiarity with the BI Platform concept and support of dashboards developed by centralized data or BI teams. • Experience in data governance, data quality monitoring, and continuous improvement initiatives or frameworks. • Understanding of support boundaries across global platforms, resolver groups, and business-owned source systems. • Exposure to benchmark reporting and service performance review processes. • Experience in transition environments involving knowledge transfer, dual-run support, or insourcing/outsourcing changes. • Ability to coordinate across geographically distributed teams, including business, support, and global platform collaborators. • Familiarity with Power BI, including how reports draw from Snowflake-based datasets. • Basic knowledge of Python for data engineering, scripting, or pipeline fix. • Familiarity with GitHub or similar version control platforms. • Experience in the pharmaceutical, healthcare, or other highly regulated enterprise environments is an advantage. • Snowflake SnowPro Core certification is preferred. Why AstraZeneca: Join a high-performing, digitally savvy team that powers critical decisions across our global enterprise, where data and technology translate into significant impact for patients. W