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 Cloud Support Engineer to join our team 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 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 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 technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management.

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.

This role will work out of our Dublin, CA office on a hybrid basis

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 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

OUR IDEAL CLOUD SUPPORT ENGINEER WILL HAVE:

• Bachelor's or Master's degree in Computer Science or equivalent discipline
• 2+ 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
• A good understanding of the technical fundamentals of Information Security 
• Experience working with web security, networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies and firewalls.
• Good understanding of  SQL queries
• Good understanding of public cloud providers like AWS,  Azure and GCP
• Ability to troubleshoot a variety of operating systems like Windows, Mac, *Nix 
• Ability to troubleshoot connectivity issues using a variety of diagnostic tools and methods 
• Knowledge and understanding of encryption
• Experience in some of the following areas:
• IAM Role-Based Access Controls (RBAC)
• 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, etc.)
• AWS PrivateLink, Azure Private Link, GCP private access
• SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.) 

NICE TO HAVES:

• 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
• Knowledge of  IT security, cyber security, critical infrastructure
• Understanding of data warehouse fundamentals and concept
• Ability to read and understand one or more of the following languages:  Python, or Java

Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.