Senior Support Engineer

AS A SENIOR SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• 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 problems associated with technical issues, and recommend solutions for changing needs
• Provide Global support by managing tickets within our ET Service Management Ticketing System (Service Now) and understanding when to escape priority issues
• Follow standard operating procedures and quickly redirect problems to appropriate resources when needed
• Develop, document, and implement standard operating procedures and customer service guidelines relating to remote ET support and pass them down to the Level 1 help desk
• Actively participate as a Global ET member and participate in global projects
• 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

• Minimum of 5+ years of experience supporting information technology infrastructure
• Minimum of 2 years of experience providing executive‑level support
• Demonstrated ability to manage and prioritize multiple problems and issues with minimal supervision, excellent organizational skills, a teamwork approach to work, and ability to act independently to solve problems
• Excellent oral and written communication skills with strong interpersonal skills
• Basic ability to manage projects and understanding of project methodology
• Strong troubleshooting and problem‑solving skills, resiliency in the face of continual change, and ability to handle high demands
• Strong experience with Mac OS systems at the user level
• Experience with change control policies and procedures
• Experience administering small‑size corporate server rooms
• Experience with Zoom, Slack, Okta, Confluence, JIRA, Service Now
• Office 365 Administration
• Google Administration
• Jamf Administration
• Active Directory Administration
• Flexibility to work a flexible schedule, including overtime and after‑hours work
• Onsite role