About the Job
Build the future of data. 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—putting customers first, acting with integrity, owning initiative and accountability, and getting it done—are reflected in everything we do.
Snowflake’s Support team is expanding! We are looking for a Senior Cloud Support Engineer who enjoys working with data and solving a wide variety of issues utilizing a broad range of technical experience. This includes working with various 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 seek your technical guidance and expert advice regarding their effective and optimal use of Snowflake. You will serve as the voice of the customer to Snowflake’s product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and participating in strategic initiatives for organizational and process improvements.
Based on business needs, you may be assigned to 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, delivering exceptional service that enables them to achieve the highest levels of continuity and performance from their Snowflake implementation.
Responsibilities
- Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners using email, web, and phone.
- Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues that exceed expectations.
- Utilize the Snowflake environment, connectors, third-party partner software, and tools to investigate issues.
- Document known solutions in 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.
Ideal Qualifications
- 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 major public cloud providers like AWS, Azure, and GCP.
- Knowledge of security concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governance.
- Experience with networking technologies and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls.
- Experience writing and troubleshooting basic SQL queries.
- Ability to troubleshoot various operating systems such as Windows, Mac, and *Nix.
- Experience troubleshooting connectivity issues using diagnostic tools and methods.
- Experience troubleshooting front-end UI applications.
Nice to Haves
- Scripting/coding experience in languages such as Python, Java, .NET, NodeJS, or R.
- Understanding of cloud computing concepts and IAM system deployment in production environments.
- Experience in troubleshooting platforms that support marketplace functions.
- Knowledge of IT security and cyber security.
- Understanding of Data Warehouse fundamentals and concepts.
- Public cloud certification on AWS, Azure, or Google Cloud (GCP).
- Security-related certifications such as AWS Certified Security - Specialty, CISM, CISSP, CSSP, or CCSK.
Work Schedule
The Customer Support team operates in three different shifts, detailed below:
- 1st Shift: 6 AM to 3 PM (Sunday to Thursday)
- 2nd Shift: 2 PM to 11 PM (Sunday to Thursday)
- 3rd Shift: 10 PM to 7 AM (Sunday to Thursday)
Additionally, there is a rotating Weekend On-call shift: 7 AM Friday - 6 AM Sunday (47 hours). Please note that the 2nd and 3rd shifts will rotate every quarter. More information will be shared during interviews.
