Senior Cloud Support Engineer - Database Security and Authentication Management

About Snowflake

There is only one Data Cloud. Snowflake’s founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data users. But it didn’t stop there. They engineered Snowflake to power the Data Cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performance. This is our vision: a world with endless insights to tackle the challenges and opportunities of today and reveal the possibilities of tomorrow. 

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 - Database Security and Authentication Management, 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.

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.

You will:

• Provide email, web, and phone support to Snowflake customers and partners 
• Utilize 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 
• Work on technical and non-technical projects 
• Partner with engineering teams in prioritizing and resolving customer requests 
• Work with engineering and dev ops with regards to service alerts and notifications
• Provide support coverage during holidays and weekends based on business needs

Our ideal Senior Cloud Support Engineer - Database Security and Authentication Management 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 one or more cloud providers (AWS, Azure,GCP)
• Experience in a number of the following
• Role-Based Access Control (RBAC)
• Cloud authentication/access policies
• Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS
• AWS Key Management Service, MSFT Key Vault, GCP KMS
• Identity access management with one or more IDPs (Okta, Azure AD, PingFederate) 
• AWS PrivateLink, Azure Private Link, GCP private access
• Basic SQL queries 
• Working knowledge of networking and security fundamentals. 
• Good written and verbal communication in English. 

• Ability to function in highly collaborative environments in a global team 

Nice to haves:

• Scripting/coding experience In any of the following: Python, Java, .Net, NodeJS, 
• Experience in troubleshooting marketplace platforms 
• Experience in troubleshooting front-end UI applications
• Understanding of Data Warehouse fundamentals and concepts 
• Experience with data governance - masking, classification and tokenization

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?