Senior Cloud Support Engineer

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

Snowflake seeks a Senior Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset. You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution—safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal.

Key Responsibilities:

As a Senior Cloud Support Engineer - Security, you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor.

Customer Value and Incident Ownership

• Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.

• Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.

• Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.

• Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.

Technical Execution and Collaboration

• AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing.

• Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.

• Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues.

• Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality.

• Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance.

• Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams.

• Operational Coverage: Support holiday/weekend rotations and on-call requirements

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 Database systems and SQL queries

• Experience in Identity Access Management (IAM) and Role-Based Access Controls (RBAC)

• Experience in troubleshooting data sharing features, including secure views, and shares.

• Experience in data replication in Snowflake or any other vendors

• Experience in Data Warehouse Technologies

• Experience in troubleshooting platforms that support marketplace functions

• Experience working with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, load balancers, proxies, and firewalls.

• Experience in troubleshooting a variety of operating systems like Windows, Mac, *Nix Experienced in troubleshooting connectivity issues using a variety of diagnostic tools and methods

• Knowledge and understanding of encryption

• Experience in Authentication and Authorization protocols (SAML SSO, Key pair, OAuth, MFA)

• Experience in Identity Access Management (IAM)and Role-Based Access Controls (RBAC)

• 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

  • Identity provider experience (Okta, PingFederate, OneLogin, ADFS, Azure AD (Entra ID), etc.)

  • AWS PrivateLink, Azure Private Link, GCP private access

  • SCIM provisioning and Rest API Calls (e.g. Post, Get, Patch, etc.)

NICE TO HAVE:

• Public cloud certification on AWS, Azure, Google Cloud (GCP)

• Scripting/coding experience in any of the following: Python, Java, .Net, NodeJS, R

• Experience in implementing data-sharing features in Snowflake or any other vendors

• 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

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com