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 troubleshooti