Senior Cloud Support Engineer - Security

Responsibilities

• Customer Value and Incident Ownership
• Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.
• Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.
• Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.
• Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.
• Technical Execution and Collaboration
• AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses-critically validating outputs before sharing.
• Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.
• Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues.
• Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality.
• Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance.
• Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams.
• Operational Coverage: Support holiday/weekend rotations and on-call requirements
• OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:
• Bachelor's. or Master's degree in Computer Science or equivalent discipline
• 5+ 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
• Experience with the major public cloud providers like AWS, Azure, and GCP
• Experience in Database systems and SQL queries
• Experience in Identity Access Management (IAM) and Role-Based Access Controls (RBAC)
• Experience in troubleshooting data sharing features, including secure views, and shares.
• Experience in data replication in Snowflake or any other vendors
• Experience in Data Warehouse Technologies
• Experience in troubleshooting platforms that support marketplace functions
• Experience working with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls.
• Experience in troubleshooting a variety of operating systems like Windows, Mac, *Nix Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods
• Knowledge and understanding of encryption
• 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
• Identity provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), etc.)
• AWS PrivateLink, Azure Private Link, GCP private access
• SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)

Requirements

• Public cloud certification on AWS, Azure, Google Cloud (GCP)
• Scripting/coding experience in any of the following: Python, Java, .Net, NodeJS, R
• Experience in implementing data-sharing features in Snowflake or any oth

Benefits

Additional Information

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don't just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset - who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. Snowflake seeks a Senior Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset . You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution-safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal.

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