Senior Cloud Support Engineer - Database Security & Authentication Management

Snowflake Computing - Atlanta, GA

Full-time - Senior

Atlanta, GA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Senior Cloud Support Engineer - Database Security and Authentication Management at Snowflake is responsible for providing high-quality technical support to customers, focusing on database security and authentication management. This role involves working closely with customers to understand their use cases, addressing their technical issues, and collaborating with engineering teams to enhance product offerings. The engineer will also document solutions, manage customer requests, and contribute to strategic initiatives within the support team.

Responsibilities

• Provide email, web, and phone support to Snowflake customers and partners.
• Utilize 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.
• Work on technical and non-technical projects.
• Partner with engineering teams in prioritizing and resolving customer requests.
• Collaborate closely with cross-functional teams to effectively address and fulfill customer requests.
• Provide support coverage during holidays and weekends based on business needs.

Requirements

• 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.
• 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.

Nice-to-haves

• 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).
• Ability to work on-site at our Toronto, Canada office.