There is only one data cloudSnowflake’s founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data usersBut it didn’t stop thereThey engineered snowflake to power the data cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performanceThis 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 resultsWe are a team of subject matter experts collectively working toward our customers’ successWe form partnerships with customers by listening, learning and building connections.
Snowflake’s values are key to our approach and success in delivering world class supportPutting 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 to join our team 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 platformCustomers will look to you for technical guidance and for advice in addressing their product usage and issue needsYou will be the voice of the customer into snowflake’s product and engineering teams for product feedback and improvementsYou will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvementsIdeally, 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
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
Participate in weekend support rotation
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
Our ideal senior cloud support engineer - database security and authentication management will have:
B.s/m.s degree in cs, mis or equivalent discipline
5+ years experience in technical support or a similar function in the public sector space
Good understanding of the technical fundamentals of information security
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 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 variety of operating systems like windows, mac, *nix and database connectivity issues using variety of diagnostic tools and methods (client software, drivers/connector, etc)
Scripting/coding experience in any of the following: python, java, .net, nodejs, r
Experience in a number of the following
Iam role based access controls (rbac)
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.gPost, get, patch, etc.)
Identity provider experience (okta, pingfederate, onelogin, adfs, azure ad, etc.)
Aws privatelink, azure private link, gcp private access
Special requirements:
Participate in pager duty rotations during nights, weekends, and holidays
Ability to work a 2nd/swing shift; starting time between 4-5 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
Nice to haves:
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)
Mandatory requirements for the role:
The position may require access to u.sExport-controlled technologies, technical data, or sensitive government data.
Employment with snowflake is contingent on snowflake verifying that you: (i) may legally access u.sExport-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.sGovernment to allow access to u.sExport-controlled technology, technical data, or sensitive government data.
Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growthWe 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?
