Senior Cloud Support Engineer - Database Security and Authentication ManagementIdeally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management.
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
- Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
- Document known solutions to the internal and external knowledge base
- Report well-documented bugs and feature requests arising from customer-submitted requests
- Partner with engineering teams in prioritizing and resolving customer requests
- Participate in incident management and on-call rotation
- Participate in a variety of Support initiatives
- Provide support coverage during holidays and weekends based on business needs
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 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 working on public cloud providers like AWS, Azure, and GCP
- Ability to troubleshoot a variety of operating systems like Windows, Mac, *Nix,
- Experienced 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
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
- Knowledge of Experience with IT security, cyber security, critical infrastructure
- Understanding of Data Warehouse fundamentals and concepts
- Public cloud certification on AWS, Azure, Google Cloud (GCP)
- Security-related certifications such as AWS Certified Security - Speciality, CISM, CISSP, CSSP, CCSK, Security+