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Snowflake SENIOR CLOUD SUPPORT ENGINEER - SECURITY NIGHT SHIFT PM 
India, Maharashtra, Pune 
462865101

24.09.2024

Ideally, 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.

AS A SENIOR 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 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 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 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
  • Experience with the major public cloud providers like AWS, Azure, and GCP
  • Good understanding data sharing features, including secure views, shares, and data replication in Snowflake or any other vendors
  • Experience with IAM and Role-Based Access Controls (RBAC)
  • Experience writing, troubleshooting, and debugging basic SQL queries
  • Experience in troubleshooting platforms that support marketplace functions
  • Sound understanding of data governance capabilities - Data Quality Monitoring, Data Privacy, Row/Column Security Policy, Data Lineage and Dependencies
  • Experience in security concepts such as OAuth, SAML, SSO, MFA, encryption
  • Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods
  • Experience working with networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls
  • Experience with Authentication, Authorization, and Encryption Techniques
    • 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.)
    • IDP (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), etc.)
NICE TO HAVES:
  • Public cloud certification on AWS, Azure, Google Cloud (GCP)
  • Scripting/coding experience in any of the following: Python, Java, .Net, NodeJS, R
  • Security-related certifications such as AWS Certified Security - Specialty, CISM, CISSP, CSSP, CCSK, Security+ CCNA
  • Experience in configuring and troubleshooting drivers such as ODBC, JDBC
SPECIAL REQUIREMENTS:
  • Participate in pager duty rotations during nights, weekends, and holidays
  • Ability to work the 4th/night shift which typically starts from 10 pm IST
  • Applicants should be flexible with schedule changes to meet business needs