Staff Cloud Support Engineer, Database Security & Authentication Management

Summary

Join Snowflake team to build the future of data. As a Staff Cloud Support Engineer, you will provide high-quality resolutions to customers, work with technical teams for product feedback and improvements, and develop strong understanding of customer's use case.

Requirements

• 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 security concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governance
• Experience working with networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
• Experience writing, troubleshooting, and debugging basic SQL queries
• Experience with the major public cloud providers like AWS, Azure, and GCP
• Ability to troubleshoot a variety of operating systems like (Windows, Mac, *Nix)
• Experience in troubleshooting connectivity issues using a variety of diagnostic tools and methods
• Experience in troubleshooting front-end UI applications
• 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, etc.) AWS PrivateLink, Azure Private Link, GCP private access

Responsibilities

• 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
• Utilize the Snowflake environment, connectors, 3rd party partner 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

Benefits

• Employment with Snowflake is contingent on Snowflake verifying that you: (i) may legally access U.S. export-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.S. Government to allow access to U.S. export-controlled technology, technical data, or sensitive government data
• 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 and confidential