Build the future of the AI Data Cloud. Join the Snowflake team. Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections. Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do. Snowflake’s Support team is expanding! We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need. As a Staff Escalation Manager , you enjoy working with a high-performing and fast-paced team with a high degree of tact, patience, and skill under pressure. You are results-oriented, leveraging data, metrics, and open feedback to make operational, tactical decisions toward resolving escalations. You possess a positive attitude and outlook and work with high integrity, accountability, attention to detail, planning expertise, and execution. A thorough understanding of business impacts related to technical issues as well as customer sentiment, is a must. This position will be required to work out of our office in Dublin, Ireland on a hybrid basis. You Will: Work independently coordinating efforts to resolve complex, critical customer issues, major interruptions, and client-impacting events Effectively prioritize all related escalation tasks independently Collaborate with Snowflake on-call engineers, and monitor online activity data for multiple Snowflake Services to identify Service disruptions Coordinate and engage with other teams such as Sales, Professional Services, Support, and Engineering to effectively resolve escalated situations Develop strong partnerships internally with Sales, Services, Support, and Engineering Work with a global mindset as part of a team of Escalation Managers Serve as a mentor to junior staff on escalation practices Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers to customer progress Demonstrate strong judgment regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives Effectively advocate for required solutions to provide the best customer experience Understand both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process Understand proactive and reactive data points to develop a plan of action for our customers Manage customer-facing communications for Escalations as well as the development and execution of a “Get Well Plan”, understanding all aspects of the situation and developing a clear scope and get well plan Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties Utilize your contextual interpretation and writing skills to summarize pages of information into concise and readable paragraphs effectively Understand and translate complex technical information and issues into business cases, impacts, and risks that the customer can easily interpret Have excellent abilities in office applications (Gsuite preferred) for documents, spreadsheets, and presentations Meet deliverable timelines based on pre-scheduled activities and events, such as customer, team, and executive updates Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns Participate in weekend on-call rotation Review & analyze Customer health trends to proactively identify and resolve issues, preventing customer escalations Coordination with all internal subject matter experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the account escalation Customer champion, a resource specifically focused on returning the customer environment to a stable state and the customer to a state of satisfaction with Snowflake, resulting in the continued growth of the account Our Ideal Staff Escalation Manager will have: B.S. or M.S degree in CS, MIS, or equivalent discipline/work experience 8+ years of working as an Escalation Manager in a Support environment with related experience with a proven track record of delivering business value and improvement 8+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment. 5+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations Excellent verbal, written, communication, and active & receptive listening skills Incredibly high levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions. Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and customers The ability to adapt, take initiative, be flexible, and learn quickly in a dynamic environment Excellent teaming skills, able to work with virtual and global cross-functional teams ITIL certification v3/v4 or an in-depth understanding of the ITIL framework Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential. Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com #J-18808-Ljbffr
Where Data Does More. Join the Snowflake team. Senior Cloud Support Engineer - Application & Security Governance Build the future of the AI Data Cloud. Join the Snowflake team. Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers' success. We form partnerships with customers by listening, learning, and building connections. Snowflake's Support team is expanding! We are looking for a Senior Cloud Support Engineer who likes working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of operating systems, database technologies, big data, data integration, connectors, and networking. As a Senior Cloud Support Engineer , your role is to delight our customers with your passion and knowledge of Snowflake Data Warehouse. Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake. You will be the voice of the customer regarding product feedback and improvements for Snowflake's product and engineering teams. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers. You will develop a strong understanding of the customer's use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation. Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management. Applicants should be flexible with schedule changes to meet business needs AS A SENIOR CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL: 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 Demonstrate good problem-solving skills and be process-oriented 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 a variety of Support initiatives Provide support coverage during holidays and weekends based on business needs 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 of working with data governance capabilities - Data Quality Monitoring, Data Privacy, Row/Column Security Policy, Data Lineage and Dependencies 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 haves: Public cloud certification on AWS, Azure, Google Cloud (GCP) Scripting/coding experience in any of the following: Python, Java, .Net, NodeJS, R Experience in implementing data-sharing features in Snowflake or any other vendors Excellent problem-solving skills and ability to diagnose and resolve data governance issues in the policy definition/application of the policy 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 Snowflake is growing fast, and we're scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. How do you want to make your impact? For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com #J-18808-Ljbffr
Build the future of the AI Data Cloud. Join the Snowflake team. Snowflake customers have more than 3.9 billion queries and more than 515 million data workloads that run each day. Build the future of data. Join the Snowflake team. The Snowflake Cloud Engineering team is a global team of high performing engineers focused on building best in class tooling, automation, and a scalable infrastructure platform to run the Snowflake service. The team’s focus areas include Snowflake's global scale multi-cloud infrastructure, core platform services, edge traffic delivery, and reliability engineering. The team also automates the deployment of the Snowflake production service across dozens of regions and major cloud providers. We are looking for talented and passionate Production Software Engineers to join our Traffic & Networking team in Dublin, Ireland. These systems deal with DNS management, TLS termination, load balancing, CDNs, and traffic routing. Every incoming request into Snowflake flows through or relies on these systems. The critical nature of these services demands a very high level of reliability. As more and more customers globally start using Snowflake in a variety of ways, the Edge will need to support more features and sustain higher throughput while remaining reliable. We have been on a significant growth journey at Snowflake, with the volumes of data constantly accelerating, and as such there will be substantial opportunities to drive reliability, security, and performance improvements at the Traffic & Edge layer. Further, Snowflake’s focus on building a truly multi-cloud service drives us to create elegant abstractions to enable rapid iteration and product delivery. Interested in joining us to solve these complex platform engineering challenges? AS A PRODUCTION SOFTWARE ENGINEER AT SNOWFLAKE, YOU WILL: Design, lead and own significant projects with an impact felt far beyond your team. Contribute to the design and operation of our highly reliable, secure, scalable, and performant infrastructure Develop the software to grow our fleet of services and deployments Participate in our on-call rotation and ensure uptime of services Use your deep experience and problem solving skills to help investigate and fix production issues, and drive blameless incident post-mortems to document learnings and prevent recurrences Plan and lead complex technical projects while partnering with a wide variety of teams within the company OUR IDEAL CANDIDATE WILL HAVE MOST OF THE FOLLOWING QUALIFICATIONS: BS/MS in Computer Science/Engineering or related major, or equivalent experience. A track record of planning, running and delivering cross team projects Experience with at least one advanced programming language such as C++, Java, Go, Python Experience with running HTTP, DNS and TLS infrastructure Hands on experience with one of more public cloud providers such as AWS/Azure/GCP Experience with Traffic/Edge Engineering or Cloud Networking Experience with automating operations (e.g., software deployments, config changes) at scale Hands-on experience with Infrastructure-as-Code (e.g., Terraform, Ansible, AWS CloudFormation, Chef, Puppet) Experience with core SRE/Production Engineering best practices (e.g., designing for operability and scalability, adopting SLOs, eliminating toil, leading incident responses, driving blameless post-mortems) Evidence of engineering leadership through design ownership and reviews, mentoring, contributing to technical roadmaps, and driving process improvements We value a strong growth mindset at Snowflake, so we would love to hear from you even if you don’t meet all the requirements above! Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. How do you want to make your impact? For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com #J-18808-Ljbffr
