# Senior Cloud Support Engineer - Security

**Company:** [Snowflake](https://hotfix.jobs/companies/snowflake)
**Location:** Atlanta, GA
**Role:** Support Engineering
**Salary:** $101k – $132k/yr
**Experience:** 5+ years
**Skills:** AWS, Azure, GCP, SQL, IAM, RBAC, SAML, OAuth, MFA, Pki, Ssl/Tls, TCP/IP, Http/Https, DNS, Python
**Posted:** 2026-06-08

> Senior Cloud Support Engineer handling customer security issues for Snowflake's cloud data platform. Requires 5+ years technical support experience, cloud platform expertise, and strong IAM/security troubleshooting skills.

## Job Description

## 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

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