Staff Cloud Support Engineer

Snowflake is about empowering enterprises to achieve their full potential and people too. With a culture that s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology and careers to the next level.

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.

Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers.

Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support, been on-call during weekends, and are familiar with database release management.

AS A STAFF CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• 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

• 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

• Demonstrate good problem-solving skills and be process-oriented

• Participate in a variety of Support initiatives

• Provide support coverage during holidays and weekends based on business needs

OUR IDEAL STAFF CLOUD SUPPORT ENGINEER WILL HAVE:

• Experience with the major public cloud providers like AWS, Azure, and GCP

• Good understanding of Database systems and SQL queries

• Experience in configuring and troubleshooting drivers such as ODBC, JDBC

• Extensive experience working with:

  • Web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls.

  • Troubleshooting a variety of operating systems like Windows, Mac, *Nix

  • Troubleshooting connectivity issues using a variety of diagnostic tools and methods

  • Encryption technologies

• Experience in Authentication and Authorization protocols (SAML SSO, Key pair, OAuth, MFA)

• Experience in Identity Access Management (IAM) and Role-Based Access Controls (RBAC)

• 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 (Entra ID), etc.)

  • AWS PrivateLink, Azure Private Link, GCP private access

NICE TO HAVE:

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

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

• Security-related certifications such as AWS Certified Security - Specialty, CISM, CISSP, CSSP, CCSK, Security+ CCNA

• Architectural knowledge in security concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption

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

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com