Senior Cloud Support Engineer - Security

Snowflake; Dublin (CA); Hybrid; USD 115,000 - 171,000; Full time

Job summary

An established industry player is seeking a Senior Cloud Support Engineer to join their dynamic team. In this pivotal role, you will leverage your technical expertise to provide exceptional support to customers utilizing the AI Data Cloud platform. Your responsibilities will include driving solutions to complex technical issues, collaborating with engineering teams, and ensuring the highest levels of customer satisfaction. This innovative firm values integrity and accountability, and offers a collaborative environment where your contributions will directly impact the success of clients. If you're passionate about technology and eager to make a difference, this role is for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

Parental Leave

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Qualifications

• 5+ years in Technical Support or similar customer-facing role.
• Excellent writing and communication skills in English.
• Ability to work collaboratively across global teams.

Responsibilities

• Drive technical solutions to complex problems for customers.
• Adhere to SLAs for fast resolution of customer issues.
• Document solutions and report bugs from customer requests.

Skills

Technical Support

Problem-Solving

Communication Skills

Database Systems

SQL Queries

Cloud Providers (AWS, Azure, GCP)

Identity Access Management (IAM)

Networking Technologies

Operating Systems Troubleshooting

Encryption Knowledge

Education

Bachelor's or Master's in Computer Science

Tools

AWS

Azure

GCP

ODBC

JDBC

Python

Java

.Net

NodeJS

R

Job description

Build the future of the AI Data Cloud. Join the Snowflake team.

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 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 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.

This position will be required to work out of our listed office location on a hybrid basis.

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 in order 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

• 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 Database systems and SQL queries

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

• Experience in troubleshooting data sharing features, including secure views, and shares.

• Experience in data replication in Snowflake or any other vendors

• Experience in Data Warehouse Technologies

• Experience in troubleshooting platforms that support marketplace functions

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

• Experience in troubleshooting a variety of operating systems like Windows, Mac, *Nix Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods

• Knowledge and understanding of encryption

• 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

  • Identity provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), etc.)

  • AWS PrivateLink, Azure Private Link, GCP private access

  • SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)

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

• Experience in implementing data-sharing features in Snowflake or any other vendors

• 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

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.

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

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $115,000 - $170,200.
• Additionally, this role is eligible to participate in Snowflake's bonus and equity plan.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.