Senior Cloud Support Engineer - Security

Snowflake is a company focused on reinventing how work gets done through AI-native thinking. They are seeking a Senior Cloud Support Engineer - Security who will manage customer cases, ensuring timely resolution and platform stability while leveraging AI tools to enhance support processes.

Responsibilities:

• 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
• 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