Senior Cloud Support Engineer

Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.  

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Senior Cloud Support Engineer who likes working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of operating systems, database technologies, big data, data integration, connectors, and networking.

• The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.

  Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.

  SPECIAL REQUIREMENTS:

  • Participate in pager duty rotations during nights, weekends, and holidays

    Ability to work a 2nd/swing shift; starting time between 3-5 pm PT

    Work the regular US daytime business hours during the ramp up period (1-3 months) before transitioning to assigned shift

    Applicants should be flexible with schedule changes to meet business needs

    As a Senior Cloud Support Engineer,  your role is to delight our customers with your passion and knowledge of the Snowflake Cloud Data Platform.  Customers will look to you for technical guidance and for advice in addressing their product usage and issue needs.  You will be the voice of the customer into Snowflake’s product and engineering teams for product feedback and improvements.  You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.  Ideally, you have worked in a 24x7 environment, handled all tiers of support issues, been on-call during weekends, and are familiar with Salesforce Service Cloud.

    YOU WILL:

    • Provide technical support to commercial and public sector customers 

      Drive technical solutions to complex problems providing in-depth analysis and guidance to Snowflake customers and partners using the following methods of communication: email, web, and phone

      Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceeds expectations

      Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues 

      Document known solutions to internal and external knowledge base

      Submit well-documented bugs and feature requests arising from customer-submitted requests

      Partner with engineering teams in prioritizing and resolving customer requests

      Participate in incident management and on-call rotation

      Participate in a variety of Support initiatives

      Provide support coverage during holidays and weekends based on business needs

    OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

    • Bachelor's or Master's degree in Computer Science or equivalent discipline

      5+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
      Good understanding of public cloud providers like AWS,  Azure, and GCP

      Understanding of security and networking-related concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governance

      Experience working with web  security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls

      Experience writing, troubleshooting, and debugging basic SQL queries

      Good understanding of public cloud providers like AWS,  Azure, and GCP

      Excellent writing and communication skills in English with an attention to detail

      Strong teaming skills in a highly collaborative environment and the ability to function in global arenas

      Ability to troubleshoot a variety of operating systems like Windows, Mac, *Nix, and database connectivity issues using a variety of diagnostic tools and methods (client software, drivers/connector, etc) 

      Experience in a number of the following

      Cloud authentication/access policies

      Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS

      AWS Key Management Service, MSFT Key Vault, GCP KMS

      SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)

      Identity provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD, etc.)

      AWS PrivateLink, Azure Private Link, GCP private access

  NICE TO HAVE:

  • Scripting/coding experience In any of the following: Python, Java, .Net, NodeJS, R

    Understanding of cloud computing concepts deploying IAM systems and modules in production environments

    Experience in troubleshooting platforms that support marketplace functions

    Experience in troubleshooting front-end UI applications

    Experience with IT security, cyber security, critical infrastructure, , and enterprise risk

    Understanding of Data Warehouse fundamentals and concepts 

    Understanding broader cloud security technologies such as endpoint security, NextGen FW, SIEM, WAF, and more.

    Experience with data governance - tokenization and encryption

    Experience in a designated customer-focused enterprise support role for a large number of customers

    Security-related certifications such as AWS Certified Security - Speciality, CISM, CISSP, CSSP, CCSK, Security+

    Public cloud certification on AWS,  Azure, Google Cloud (GCP) 

    Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

    How do you want to make your impact?