Snowflake SENIOR CLOUD SUPPORT ENGINEER - SECURITY NIGHT SHIFT PM 

India, Maharashtra, Pune 

608355332

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.

• 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

• 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.)

• 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

• 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