Senior Cloud Support Engineer - Security

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