Senior Support Engineer

Responsibilities

• Develop business relationships and integrate activities with other ET departments to ensure successful implementation and support of project efforts
• Work with local department managers to analyze and resolve technical issues, and recommend solutions for changing needs
• Provide global support by managing tickets within our ET Service Management Ticketing System (ServiceNow), including knowing when to escalate priority issues
• Follow standard operating procedures and quickly redirect problems to the appropriate resources when needed
• Develop, document, and implement standard operating procedures and customer service guidelines for remote ET support, and pass them down to the Level 1 help desk
• Provide local A/V and video collaboration (Zoom) support
• Prepare the office for new product or service releases and stay at the forefront of emerging industry practices, ensuring compliance with IT security and general controls
• Maintain local inventory accuracy and coordinate equipment
• Prepare new hire hardware for deployment
• Run weekly new hire orientation
• Troubleshoot client-side network connectivity issues

Requirements

2+ years of experience providing executive-level support

• Strong experience with Mac OS systems at the user level
• Strong troubleshooting and problem-solving skills, with resiliency in the face of continual change and the ability to handle high demands
• Demonstrated ability to manage and prioritize multiple issues with minimal supervision, plus excellent organizational skills, a teamwork approach, and the ability to act independently to solve problems
• Excellent oral and written communication skills with strong interpersonal skills

OUR IDEAL SENIOR SUPPORT ENGINEER WILL HAVE

• 5+ years of experience supporting information technology infrastructure
• Experience with change control policies and procedures

Experience administering small-size corporate server rooms

• Experience with the following applications: Zoom, Slack, Okta, Confluence, JIRA, and ServiceNow
• Office 365, Google Workspace, Jamf, and Active Directory administration
• Basic ability to manage projects and an understanding of project methodology
• Ability to work a flexible schedule, including overtime and after-hours work
• An experimental, AI-native mindset: curiosity about applying emerging AI tools to simplify and improve day-to-day support workflows

Onsite role

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