Snowflake started with a clear vision : develop a cloud data platform that is effective, affordable, and accessible to all data users.
Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions.
We are now a global, world-class organization with offices in more than a dozen countries and serving many more.
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, included in weekend shift rotation, and familiar with Salesforce Service cloud.
An experienced Senior Cloud Support Engineer - Security has arguably one of the most impressive confluence of holistic skills in all professions, all of which directly translate to other career choices either within or outside Support, including :
Strong Customer Advocacy skills
Strong communication skills in English, both written and verbal
Strong troubleshooting skills to logically go about solving problems
Subject Matter Expertise in one or more technical area(s)
Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
You will :
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
Partner with engineering teams in prioritizing and resolving customer requests
Participate in weekend support rotation
Work with engineering and dev ops with regards to service alerts and notifications
Work on technical and non-technical projects
Our ideal Senior Cloud Support Engineer will have :
B.S. or M.S degree in CS, MIS or equivalent discipline
6-10 years experience in a Technical Support or similar function
Good understanding of the technical fundamentals of the Internet. Solid experience working with Internet Security and Networking Technologies and Protocols such as TCP / IP, HTTP / HTTPS, DNS, Load balancers, Proxies and Firewalls.
Experience troubleshooting database connectivity issues using a variety of diagnostic tools and methods (client software, drivers / connectors)
Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
Scripting / coding experience In any of the following : Python, Java, .Net, NodeJS, R
Excellent writing and communication skills with an attention to detail
You will have experience in : 12 : 20
SCIM Provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)
Identity Provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD, etc.)
AWS Key Management Service, MSFT Key Vault, GCP KMS
AWS PrivateLink, Azure Private Link, GCP private access
IAM Role Based Access Controls (RBAC)
Cloud Authentication / access policies
Public Key Infrastructure (PKI), X.509 certificates, SSL / TLS
Nice to haves :
Experience in a designated customer-focused enterprise support role for a large number of customers
Understanding of cloud computing concepts
Understanding of Data Warehousing fundamentals and concepts
Experience in Cyber Security, Critical Infrastructure and Enterprise Risk
Cloud Certifications such as Azure, AWS, Google Cloud (GCP), etc.
Experience with Data Governance - tokenization and 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.