Senior Cloud Support Engineer - Security

About the position

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. As a Senior Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of Snowflake Data Warehouse. Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake. You will be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers. You will develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation.

Responsibilities

• 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 exceed expectations
• Demonstrate good problem-solving skills and be process-oriented
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
• Document known solutions to the internal and external knowledge base
• Report well-documented bugs and feature requests arising from customer-submitted requests
• Partner with engineering teams in prioritizing and resolving customer requests
• Participate in a variety of Support initiatives
• 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
• Excellent writing and communication skills in English with attention to detail
• Ability to work in a highly collaborative environment across global teams
• Experience with the major public cloud providers like AWS, Azure, and GCP
• Experience in Database systems and SQL queries
• Experience in Identity Access Management (IAM) and Role-Based Access Controls (RBAC)
• Experience in troubleshooting data sharing features, including secure views, and shares
• Experience in data replication in Snowflake or any other vendors
• Experience in Data Warehouse Technologies
• Experience in troubleshooting platforms that support marketplace functions
• Experience working with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
• Experience in troubleshooting a variety of operating systems like Windows, Mac, *Nix
• Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods
• Knowledge and understanding of encryption
• Experience in Authentication and Authorization protocols (SAML SSO, Key pair, OAuth, MFA)
• 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, Identity provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), etc.), AWS PrivateLink, Azure Private Link, GCP private access, SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)

Nice-to-haves

• Public cloud certification on AWS, Azure, Google Cloud (GCP)
• Scripting/coding experience in any of the following: Python, Java, .Net, NodeJS, R
• Experience in implementing data-sharing features in Snowflake or any other vendors
• Security-related certifications such as AWS Certified Security - Specialty, CISM, CISSP, CSSP, CCSK, Security+ CCNA
• Experience in configuring and troubleshooting drivers such as ODBC, JDBC

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending & health savings account
• At least 12 paid holidays
• Paid time off
• Parental leave
• Employee assistance program
• Participation in Snowflake’s bonus and equity plan