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.

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's core values, which are reflected in everything we do.

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.

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.

AS A SENIOR 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 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

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

• 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
• Experience with the major public cloud providers like AWS,  Azure, and GCP
• Good understanding data sharing features, including secure views, shares, and data replication in Snowflake or any other vendors
• Experience with IAM and Role-Based Access Controls (RBAC)
• Experience writing, troubleshooting, and debugging basic SQL queries
• Experience in troubleshooting platforms that support marketplace functions
• Sound understanding of data governance capabilities -  Data Quality Monitoring, Data Privacy, Row/Column Security Policy, Data Lineage and Dependencies
• Experience in security concepts such as OAuth, SAML, SSO, MFA, encryption
• Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods
• Experience working with networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
• Experience with Authentication, Authorization, and Encryption Techniques
• 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.)
• IDP  (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), 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
• 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

SPECIAL REQUIREMENTS:

• Participate in pager duty rotations during nights, weekends, and holidays
• Ability to work the 4th/night shift which typically starts from 10 pm IST
• Applicants should be flexible with schedule changes to meet business needs