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.
The position may require access to U.S. export-controlled technologies, technical data, or sensitive government data.
Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-controlled technologies, technical data, or sensitive government data; or (ii) are eligible to obtain, in a timely manner, any necessary license or other authorization(s) from the U.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data.
SPECIAL REQUIREMENTS:Participate in pager duty rotations during nights, weekends, and holidays
Ability to work a 2nd/swing shift; starting time between 3-5 pm PT
Work the regular US daytime business hours during the ramp up period (1-3 months) before transitioning to assigned shift
Applicants should be flexible with schedule changes to meet business needs
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, been on-call during weekends, and are familiar with Salesforce Service Cloud.
YOU WILL:Provide technical support to commercial and public sector customers
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 exceeds expectations
Utilize the 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 incident management and on-call rotation
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
Good understanding of public cloud providers like AWS, Azure, and GCP
Understanding of security and networking-related concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governance
Experience working with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
Experience writing, troubleshooting, and debugging basic SQL queries
Good understanding of public cloud providers like AWS, Azure, and GCP
Excellent writing and communication skills in English with an attention to detail
Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
Ability to troubleshoot a variety of operating systems like Windows, Mac, *Nix, and database connectivity issues using a variety of diagnostic tools and methods (client software, drivers/connector, etc)
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
NICE TO HAVE:Scripting/coding experience In any of the following: Python, Java, .Net, NodeJS, R
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
Experience with IT security, cyber security, critical infrastructure, , and enterprise risk
Understanding of Data Warehouse fundamentals and concepts
Understanding broader cloud security technologies such as endpoint security, NextGen FW, SIEM, WAF, and more.
Experience with data governance - tokenization and encryption
Experience in a designated customer-focused enterprise support role for a large number of customers
Security-related certifications such as AWS Certified Security - Speciality, CISM, CISSP, CSSP, CCSK, Security+
Public cloud certification on AWS, Azure, Google Cloud (GCP)
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?
The following represents the expected range of compensation for this role: The estimated base salary range for this role is $98,000 - $144,600.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.
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?