Staff Cloud Support Engineer

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.

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 Staff 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 Staff 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.

Shift 1 Special Requirement:

Ability to work the 1st/morning shift which typically starts from 6 am IST

Applicants should be flexible with schedule changes to meet business needs

AS A STAFF 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 for software, and tools to investigate issues 

Document known solutions to the internal and external knowledge base

Submit well-documented bugs and feature requests arising from customer-submitted requests and partner with Engineering towards a resolution. 

Proactively identify recommendations and lead global initiatives to improve product quality, customer experience, and team efficiencies. 

​​Provide support coverage during holidays and weekends based on business needs

OUR IDEAL STAFF CLOUD SUPPORT ENGINEER WILL HAVE:

Bachelor’s or Master’s degree in Computer Science or equivalent discipline

8+ 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

Ability to train team members on data warehousing fundamentals and concepts

Experience with the major public cloud providers like AWS, Azure, and GCP

Good understanding of Database systems and SQL queries

Experience in configuring and troubleshooting drivers such as ODBC, JDBC

Extensive experience working with:

Web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls.

Troubleshooting a variety of operating systems like Windows, Mac, *Nix 

Troubleshooting connectivity issues using a variety of diagnostic tools and methods

Encryption technologies

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), certificates, SSL/TLS

AWS Key Management Service, MSFT Key Vault, GCP KMS

SCIM provisioning and Rest API Calls (, Get, Patch, etc.)

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

AWS PrivateLink, Azure Private Link, GCP private access

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

Security-related certifications such as AWS Certified Security - Specialty, CISM, CISSP, CSSP, CCSK, Security+ CCNA

Architectural knowledge in security concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption

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.