About
Build the future of data. Join the Snowflake team. Snowflake Support is dedicated to delivering high-quality resolutions that help provide data-driven business insights and results. As part of our subject matter expert team, you will work towards customer success by forming partnerships through listening, learning, and building connections. Our core values—putting customers first, acting with integrity, owning initiative and accountability, and getting it done—are integral to our approach and reflect in everything we do.
Position
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 technical issues across various operating systems, database technologies, big data, data integration, connectors, and networking.
Responsibilities
As a Senior Cloud Support Engineer, you will delight our customers with your passion and knowledge of Snowflake Data Warehouse. Customers will rely on you for technical guidance and expert advice to maximize their effective use of Snowflake. You will serve as the voice of the customer, providing feedback to Snowflake’s product and engineering teams for improvements. You will also play a crucial role in team knowledge building and contribute to strategic initiatives for process improvements.
You may be assigned to work with Snowflake Priority Support customers, gaining a strong understanding of their use cases and how they leverage the Snowflake platform. Your exceptional service will help these customers achieve peak continuity and performance from their implementations.
In this role, you'll drive technical solutions to complex problems, adhering to response and resolution SLAs and escalation processes to ensure fast resolutions. Your responsibilities will include:
- Providing in-depth analysis and guidance via email, web, and phone
- Utilizing the Snowflake environment, connectors, and third-party tools to investigate issues
- Documenting known solutions in internal and external knowledge bases
- Reporting well-documented bugs and feature requests
- Partnering with engineering teams to prioritize customer requests
- Participating in incident management and on-call rotations
- Providing support coverage during holidays and weekends as needed
Requirements
Our ideal candidate will possess:
- A Bachelor’s or Master’s degree in Computer Science or a related discipline
- 5+ years of experience in a Technical Support environment or similar role
- Excellent communication skills in English with attention to detail
- Experience working collaboratively across global teams
- Familiarity with major public cloud providers such as AWS, Azure, and GCP
- Experience in security concepts (RBAC, OAuth, SAML, SSO, MFA, etc.)
- Knowledge of networking technologies and protocols (TCP/IP, HTTP/HTTPS, DNS, etc.)
- Proficiency in writing and troubleshooting SQL queries
- Problem-solving skills across various operating systems (Windows, Mac, *Nix)
NICE TO HAVES:
- Scripting or coding experience (Python, Java, .Net, NodeJS, R)
- Understanding of deploying IAM systems in production environments
- Experience with IT security and data governance
- Knowledge of Data Warehouse fundamentals
- Public cloud certifications (AWS, Azure, GCP) and security-related certifications (e.g., AWS Certified Security - Specialty, CISM, CISSP, etc.)
We look forward to your application and the opportunity to work together to deliver exceptional support to our customers.
