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
Work on technical and non-technical projects
Partner with engineering teams in prioritizing and resolving customer requests
Collaborate closely with cross-functional teams to effectively address and fulfill customer requests.
Provide support coverage during holidays and weekends based on business needs
Our ideal Senior Cloud Support Engineer - Database Security and Authentication Management 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 Good understanding of public cloud providers like AWS, Azure, and GCP
Understanding of security and networking-related concepts such as RBAC, OAuth, SAML, SSO, MFA, Identity and Access Management (IAM), encryption, and data governance
Experience working with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
Experience writing, troubleshooting, and debugging basic SQL queries
Good understanding of public cloud providers like AWS, Azure, and GCP
Excellent writing and communication skills in English with an attention to detail
Strong teaming skills in a highly collaborative environment and the ability to function in global arenas
Ability to troubleshoot a variety of operating systems like Windows, Mac, *Nix, and database connectivity issues using a variety of diagnostic tools and methods (client software, drivers/connector, etc)
Experience in a number of the following
Cloud authentication/access policies
Public Key Infrastructure (PKI), X.509 certificates, SSL/TLS