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.MANDATORY REQUIREMENTS FOR THE ROLE: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 holidaysAbility to work a 2nd/swing shift; starting time between 3-5 pm PTWork the regular US daytime business hours during the ramp up period (1-3 months) before transitioning to assigned shiftApplicants should be flexible with schedule changes to meet business needsAs 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 phoneAdhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceeds expectationsUtilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues Document known solutions to internal and external knowledge baseSubmit well-documented bugs and feature requests arising from customer-submitted requestsPartner with engineering teams in prioritizing and resolving customer requestsParticipate in incident management and on-call rotationParticipate in a variety of Support initiativesProvide support coverage during holidays and weekends based on business needsOUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:Bachelor's or Master's degree in Computer Science or equivalent discipline5+ years experience in a Technical Support environment or a similar technical function in a customer-facing roleGood understanding of public cloud providers like AWS, Azure, and GCPUnderstanding of security and networking-related concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governanceExperience working with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewallsExperience writing, troubleshooting, and debugging basic SQL queriesGood understanding of public cloud providers like AWS, Azure, and GCPExcellent writing and communication skills in English with an attention to detailStrong teaming skills in a highly collaborative environment and the ability to function in global arenasAbility 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 followingCloud authentication/access policiesPublic Key Infrastructure (PKI), X.509 certificates, SSL/TLSAWS Key Management Service, MSFT Key Vault, GCP KMSSCIM 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 accessNICE TO HAVE:Scripting/coding experience In any of the following: Python, Java, .Net, NodeJS, RUnderstanding of cloud computing concepts deploying IAM systems and modules in production environmentsExperience in troubleshooting platforms that support marketplace functionsExperience in troubleshooting front-end UI applicationsExperience with IT security, cyber security, critical infrastructure, , and enterprise riskUnderstanding 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 encryptionExperience in a designated customer-focused enterprise support role for a large number of customersSecurity-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?

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