Senior Solution Engineer, Telecommunications

Senior Cloud Support Engineer - Security

Snowflake

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 Authorization protocols (SAML SSO, Key pair, OAuth, MFA) * Experience in Identity Access Management (IAM)and Role-Based Access Controls (RBAC) * 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 * Experience in implementing data-sharing features in Snowflake or any other vendors * 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

Senior Technical Support Engineer, Observe by Snowflake

Snowflake

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. Observe by Snowflake is an AI-powered observability platform built on the Snowflake AI Data Cloud and engineered for scale. We ingest and store logs, metrics, traces, and events on an open, scalable data lakehouse, using open formats like Apache Iceberg, at dramatically lower cost. A dynamic Context Graph and chat-based AI SRE provide rich context and automated workflows so teams can move from detection to root cause and resolution 10x faster. Leading engineering teams at companies like Capital One, Topgolf, and Dialpad rely on Observe to troubleshoot hundreds of terabytes of telemetry daily while maintaining reliability at enterprise scale. As part of Snowflake, Observe combines startup-style ownership and velocity with the global reach, operational excellence, and ecosystem of one of the world’s leading data platforms. As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers. This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences. You’ll be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams. This is an opportunity to shape how support is delivered and to contribute to the evolution of our platform and processes. KEY RESPONSIBILITIES * Deliver expert-level technical support to customers through phone, email, and chat. * Troubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments. * Partner with engineering teams responsible for performance to become the subject matter expert on performance issues related to components like dashboards, monitors, and datasets. Lead initiatives to improve performance and educate engineering, technical support, and sales engineering teams on best practices. * Help to design and build AI skills that increase technical support engineering productivity, quality and speed. * Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution. * Create and maintain high-quality technical documentation, including knowledge base articles and runbooks. * Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights. * Participate in the on-call rotation to support urgent customer issues outside normal hours. * Proactively contribute to process improvement, tooling, and support automation initiatives. * Mentor junior support engineers and help level up the broader team through knowledge sharing. REQUIREMENTS * Bachelor's degree in Computer Science, Information Technology, or a related technical field. * 5+ years in a technical support or customer-facing engineering role, ideally in a SaaS, DevOps, or observability-focused environment. * Deep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts. * Proficient in scripting languages such as Python or Bash. * Experience with cloud platforms like AWS, Azure, or Google Cloud Platform. * Working knowledge of Kubernetes — particularly in troubleshooting, scaling, and deployment contexts. * Strong diagnostic and debugging skills across complex distributed systems. SOFT SKILLS * Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution. * Clear, concise communicator able to translate complex technical topics for non-technical audiences. * Calm under pressure, with the ability to multitask and prioritize in high-stakes situations. * Collaborative mindset, with a track record of building strong working relationships across functions. * Demonstrated leadership potential, including the ability and drive to lead a team, mentor colleagues, and autonomously manage initiatives. BONUS POINTS * Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms. * Proficiency with OpenTelemetry (OTEL), configuring and troubleshooting for distributed tracing, metrics, and logging. * Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or Jenkins. * Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s. * Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies. 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. 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

Senior Corporate Counsel - Public Sector

Snowflake

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. About the Role Snowflake is seeking a seasoned U.S. Public Sector attorney to support Snowflake’s U.S. State, Local and Higher Education business (“SLED”). This role will serve as a key legal partner to our rapidly growing SLED organization negotiating complex transactional arrangements and advising on regulatory and compliance matters. This is a high-impact, high-visibility position on a world-class legal team, reporting to the Senior Director, Associate General Counsel. The ideal candidate brings sold expertise in SLED contracting and compliance, have a background negotiating SaaS transactions and the ability to operate effectively in a fast-paced, scaling environment. This is an in-office role based in McLean, VA or Atlanta, GA. Key Responsibilities * Lead negotiation, drafting, and management of U.S. State, Local and High Education (“SLED”) agreements, including listing and management of State framework agreements, SaaS agreements, professional services agreements (PSAs), statements of work (SOWs) and partner agreements, * Advise on U.S. State and Local government procurement laws and regulations, * Support the full government sales lifecycle, including reviewing RFPs/RFIs, identifying risk, and ensuring compliant proposal submissions * Partner cross-functionally with sales, product, engineering, finance, and compliance teams to structure and close deals aligned with business objectives * Advise on adjacent legal areas including data rights, intellectual property, privacy, cybersecurity, export controls, ethics, and conflicts of interest * Monitor and interpret changes in laws, regulations, and industry practices, and proactively advise the business * Drive process improvements and leverage technology to enhance legal support for a high-growth sales organization * Qualifications * +7 years of experience, ideally combining commercial and SLED transactional experience at a high-growth SaaS or technology company * Expertise in government procurement frameworks and contracting vehicles * Demonstrated excellence in contract negotiation, drafting, and risk assessment * Familiarity with export controls, cybersecurity requirements, and regulatory compliance in government contracting * Exceptional organizational, project management, and prioritization skills * Ability to operate both strategically and tactically in a fast-moving environment * Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels * Collaborative, service-oriented mindset with strong professional integrity The base salary range for this role is $172,000 – $265,650, depending on location and experience. 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