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.

• 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.

• 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

• 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

• 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?