Cloud Support Engineer

Shift 1 Special Requirement:

Ability to work the 1st/morning shift which typically starts from 6 am IST

Applicants should be flexible with schedule changes to meet business needs

AS A 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 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

• Good understanding of Database systems and  SQL queries

• 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