Sr Cloud Support Engineer - Database Security & Authentication Management
Snowflake
Pune, India
1d ago

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.

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.

As a Senior Cloud Support Engineer, 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, included in weekend shift rotation, and familiar with Salesforce Service cloud.

An experienced Senior Cloud Support Engineer - Security has arguably one of the most impressive confluence of holistic skills in all professions, all of which directly translate to other career choices either within or outside Support, including :

  • Strong Customer Advocacy skills
  • Strong communication skills in English, both written and verbal
  • Strong troubleshooting skills to logically go about solving problems
  • Subject Matter Expertise in one or more technical area(s)
  • Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
  • 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
  • Partner with engineering teams in prioritizing and resolving customer requests
  • Participate in weekend support rotation
  • Work with engineering and dev ops with regards to service alerts and notifications
  • Work on technical and non-technical projects
  • OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE :

  • B.S. or M.S degree in CS, MIS or equivalent discipline
  • 6-10 years experience in a Technical Support or similar function
  • Good understanding of the technical fundamentals of the Internet. Solid experience working with Internet Security and Networking Technologies and Protocols such as TCP / IP, HTTP / HTTPS, DNS, Load balancers, Proxies and Firewalls.
  • Experience troubleshooting database connectivity issues using a variety of diagnostic tools and methods (client software, drivers / connectors)
  • Excellent ability to troubleshoot on a variety of operating systems (Windows, Mac, *Nix)
  • Scripting / coding experience In any of the following : Python, Java, .Net, NodeJS, R
  • Excellent writing and communication skills with an attention to detail
  • YOU WILL HAVE EXPERIENCE IN :

  • SCIM Provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)
  • Identity Provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD, etc.)
  • AWS Key Management Service, MSFT Key Vault, GCP KMS
  • AWS PrivateLink, Azure Private Link, GCP private access
  • IAM Role Based Access Controls (RBAC)
  • Cloud Authentication / access policies
  • Public Key Infrastructure (PKI), X.509 certificates, SSL / TLS
  • NICE TO HAVE :

  • Experience in a designated customer-focused enterprise support role for a large number of customers
  • Understanding of cloud computing concepts
  • Understanding of Data Warehousing fundamentals and concepts
  • Experience in Cyber Security, Critical Infrastructure and Enterprise Risk
  • Cloud Certifications such as Azure, AWS, Google Cloud (GCP), etc.
  • Experience with Data Governance - tokenization and 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.

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