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Snowflake is seeking a Cloud Support Engineer with a passion for application security to join its expanding Support team in Pune, India on a night shift basis (typically 10:00 PM IST start time).
In this role, you will be the technical partner customers turn to for guidance on using the Snowflake AI Data Cloud securely and effectively. You'll drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone. Your primary focus will be troubleshooting security-related customer issues across authentication, authorization, identity providers, network policies, and access control.
Key responsibilities include:
- Investigating and resolving complex security issues using the Snowflake environment, connectors, third-party partner software, and internal tools
- Adhering to response and resolution SLAs and escalation processes
- Documenting known solutions to internal and external knowledge bases
- Reporting well-documented bugs and feature requests to engineering teams
- Partnering with engineering teams to prioritize and resolve customer requests
- Participating in Support initiatives and providing coverage during holidays and weekends as needed
- Developing deep familiarity with Priority Support customers' use cases and implementations
You'll work collaboratively across global teams and serve as the voice of the customer to product and engineering teams, surfacing feedback and improvement opportunities. The role includes participation in pager duty rotations during nights, weekends, and holidays, with flexibility for schedule changes to meet business needs.
REQUIREMENTS:
- 2+ years of experience in a technical support environment or similar technical, customer-facing function
- Bachelor's or Master's degree in Computer Science or related discipline, or equivalent practical experience
- Excellent written and verbal communication skills in English with strong attention to detail
- Strong problem-solving skills and process-oriented approach
- Ability to work collaboratively across global teams
- Good understanding of at least one major public cloud provider (AWS, Azure, or GCP)
- Proficiency with authentication and authorization protocols: SAML, SSO, OAuth, SCIM, MFA, SSL/TLS, and identity providers
- Good understanding of IAM and RBAC policies
- Experience with web security, networking technologies, and protocols: TCP/IP, HTTP/HTTPS, DNS, REST APIs, load balancers, proxies, and firewalls
- Knowledge of data warehouse fundamentals and concepts
NICE TO HAVE:
- Experience in 24x7 support environment including technical case escalation, incident management, and on-call rotations
- Familiarity with database release management
- Public cloud certification (AWS, Azure, or GCP)
- Ability to read and understand scripting or programming languages (Python, Java, .NET, Node.js, or R)
- Understanding of Snowflake AI Data Cloud including data sharing
