Snowflake SENIOR / STAFF CLOUD SUPPORT ENGINEER - 

Saudi Arabia, Riyadh Region, Riyadh 

604330898

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.

1. 1st Shift :

   • Working Hours: 6 AM to 3 PM
   • Coverage: Sunday to Thursday, On-Duty

2. 2nd Shift :

   • Working Hours: 2 PM to 11 PM
   • Coverage: Sunday to Thursday, On-Duty

3. 3rd Shift :

   • Working Hours: 10 PM to 7 AM
   • Coverage: Sunday to Thursday, On-Duty

Additionally, there is a
shift, which is rotating:

• Working Hours: 12 AM to 12 PM (On-call)

Kindly note: The 2nd and 3rd shifts will rotate every quarter. We will share more information during the interviews.

• 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

• 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

• 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+\

Please do not include any sensitive personal information about yourself or others in your application or application materials (e.g., resume, cover letter), including but not limited to, health information, credit information, references to parentage and ethnic or tribal origin, and genetic information.