Build the future of the AI Data Cloud. 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 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.
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
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), X.509 certificates, SSL/TLS
AWS Key Management Service, MSFT Key Vault, GCP KMS
SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)
Identity provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), etc.)
AWS PrivateLink, Azure Private Link, GCP private access
Experience in Database systems and SQL queries
Experience in Identity Access Management (IAM) and Role-Based Access Controls (RBAC)
Deep understanding and experience of
Database systems and SQL queries
Data Warehouse fundamentals and concepts
Extensive experience working with data governance capabilities - Data Quality Monitoring, Data Privacy, Row/Column Security Policy, Data Lineage and Dependencies
Excellent problem-solving skills and ability to diagnose and resolve data governance issues in the policy definition/application of the policy
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
Understanding of architectural aspects of the data governance framework of Snowflake or of any other vendor.
Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure an confidential.
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?
The following represents the expected range of compensation for this role: The estimated base salary range for this role is $109,000 - $166,100.Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.
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?