Senior Cloud Support Engineer - Security

Key Responsibilities

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.

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
• 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 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
• 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