Cloud Support Engineer

5 days ago

Houston, Texas, United States Snowflake Computing Full time
Staff Cloud Support Engineer

Snowflake Computing is seeking a highly skilled and experienced Staff Cloud Support Engineer to join our team. As a key member of our Support organization, you will be responsible for delivering exceptional technical support to our customers, ensuring their success with Snowflake Data Warehouse.

Key Responsibilities:
  • Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners.
  • Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues.
  • Utilize the Snowflake environment, connectors, 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.
  • Proactively identify recommendations and lead global initiatives to improve product quality, customer experience, and team efficiencies.
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.
Nice to Haves:
  • Scripting/coding experience in any of the following: Python, Java,.Net, NodeJS, R.
  • Understanding of cloud computing concepts deploying IAM systems and modules in production environments.
  • Experience in troubleshooting platforms that support marketplace functions.
  • Experience with IT security, cyber security, critical infrastructure.
  • Public cloud certification on AWS, Azure, Google Cloud (GCP).
  • Security-related certifications such as AWS Certified Security - Speciality, CISM, CISSP, CSSP, CCSK, Security+.

Snowflake Computing is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

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