Senior Cloud Support Engineer - Database Security and Authentication Management

Requirements:

• 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

What You'll Be Doing:

• 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

Nice to Haves:

• 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+

Perks and Benefits:

• 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