Cloud Support Engineer — Application Security (Night Shift)

Job description

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. Cloud Support Engineer — Application Security (Night Shift) Location: Pune, India 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 treat 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, fast-moving environments and bring an experimental mindset, rapidly testing emerging capabilities to discover simpler, more powerful ways to deliver results. Snowflake's Support team is expanding. We're looking for a Cloud Support Engineer with a passion for security who enjoys solving complex problems across authentication, identity, networking, and cloud platforms. Snowflake Support is committed to providing high-quality resolutions that help customers deliver data-driven business insights and results. We are a team of subject matter experts working collectively toward our customers' success, building partnerships by listening, learning, and connecting. As a Cloud Support Engineer, you'll be the technical partner our customers turn to for guidance on using the Snowflake AI Data Cloud securely and effectively. You'll also be the voice of the customer to our product and engineering teams, surfacing feedback and improvements. Beyond individual cases, you'll help build knowledge across the team and contribute to initiatives that improve how we work. Depending on business needs, you may be assigned to one or more Snowflake Priority Support customers. In that capacity, you'll develop deep familiarity with their use case and how they use the platform, delivering the service that enables them to get the highest levels of continuity and performance from their Snowflake implementation. AS A CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL: - Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone - Troubleshoot security-related customer issues across authentication, authorization, identity providers, network policies, and access control - Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues - Investigate issues using the Snowflake environment, connectors, third-party partner software, and internal tools - Document known solutions to our internal and external knowledge bases - Report well-documented bugs and feature requests arising from customer submissions - Partner with engineering teams to prioritise and resolve customer requests - Participate in a range of Support initiatives - Provide support coverage during holidays and weekends based on business needs OUR IDEAL CLOUD SUPPORT ENGINEER WILL HAVE: - 2+ years of experience in a technical support environment or a similar technical, customer-facing function - Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent practical experience - Excellent written and verbal communication skills in English, with strong attention to detail - Strong problem-solving skills and a process-oriented approach - Ability to work collaboratively across global teams - Good understanding of at least one major public cloud provider (AWS, Azure, or GCP) - Proficiency with authentication and authorization protocols such as SAML, SSO, OAuth, SCIM, MFA, SSL/TLS, and identity providers - Good understanding of IAM and RBAC policies - Experience with web security, networking technologies, and protocols such as TCP/IP, HTTP/HTTPS, DNS, REST APIs, load balancers, proxies, and firewalls - Knowledge of data warehouse fundamentals and concepts NICE TO HAVE: - Experience in a 24x7 support environment, including technical case escalation, incident management, and on-call rotations - Familiarity with database release management - Public cloud certification on AWS, Azure, or GCP - Ability to read and understand one or more scripting or programming languages such as Python, Java, .NET, Node.js, or R - Understanding of the Snowflake AI Data Cloud, including data sharing SPECIAL REQUIREMENTS: - This role wor