Senior Cloud Support Engineer, Snowflake

• 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
• 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 security concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governance
• Experience working with networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
• Experience writing, troubleshooting, and debugging basic SQL queries
• Experience working on public cloud providers like AWS, Azure, and GCP
• Ability to troubleshoot a variety of operating systems like Windows, Mac, *Nix,
• Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods
• Experience in troubleshooting front-end UI applications
• 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, etc.)
• AWS PrivateLink, Azure Private Link, GCP private access

Desirable

• 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 for expert advice with regards 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
• 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
• 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
• Participate in incident management and on-call rotation
• Participate in a variety of Support initiatives
• ​​Provide support coverage during holidays and weekends based on business needs