As a Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of the Snowflake Cloud Data Platform. Customers will look to you for technical guidance and for advice in addressing their product usage and issue needs. You will be the voice of the customer into Snowflake’s product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Ideally, you have worked in a 24x7 environment, handled all tiers of support issues, been on-call during weekends, and familiar with Salesforce Service cloud.An experienced Cloud Support Engineer has arguably one of the most impressive confluence of holistic skills in all professions, all of which directly translate to other career choices either within or outside Support, including:Strong Customer Advocacy skillsStrong communication skills in English, both written and verbal Strong troubleshooting skills to logically go about solving problems Subject Matter Expertise in one or more technical area(s)Strong teaming skills in a highly collaborative environment and the ability to function in global arenas YOU WILL: Provide email, web, and phone support to Snowflake customers and partnersUtilize Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues Document known solutions to internal and external knowledge baseSubmit well-documented bugs and feature requests arising from customer submitted requestsParticipate in weekend on-call support rotationWork on technical and non-technical projects

·Interfacing with large critical customer accounts·Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues·Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates·Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations-Read/write SQL queries to address clients needs for information or to fix a problem.-Strong ability to multitask while making sure my entire workload is completed to task and on-time·Strong Account Management skills-Train clients as needed on our software to make sure they use it to its full potential.·Participate in knowledge transfer activities as required·Work in accordance with NICE support process, procedures, contractual SLA’s·Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA

•Researched and reproduced issues on servers/workstation where the certificates were not installed and/or configured correctly.•Troubleshoot and setup vIDM(VMware Identity Manager)• Make sure certificate templates are pushed down to devices enrolled in Workspace One UEM•Troubleshoot and setup SSO(Single Sign-On) into applications and the web console•Troubleshoot and setup various SAML(Security Assertion Markup Language) setups. •Troubleshoot and help setup Microsoft Azure and make sure it works correctly with vIDM and Workspace One UEM•Support on High case and researching issues among other teams in GSS(Workspace One support team)•Responded to client cases and field inquires in a timely and effective manner•Owned the troubleshooting, researching, and reproduction and support of client reported issues

•Make servers stay online 24/7 by managing logs and restarting services as needed•Research and reproduce issues on servers/workstation where necessary and resolve client reported issues.•Respond to client cases and field inquiries in a timely and effective manner•Utilize server/workstation tools provided and other documentation as necessary including SQL, Server Manager, Windows Logs, Orchestrator for resolving technical issues or reproducing problem cases •Effectively use escalation procedures as necessary •Take ownership for resolving client support issues from case logging, through management of escalation and resolution •Produce Knowledge Management document •Respond quickly to both internal and external client emails. •Provide feedback on product and/or process initiatives developed in other areas •Perform troubleshooting and research on client systems as required •Assist in testing new Point of Sales and Back Office software

•Provide Tier I, II, and III level customer support/technical assistance and support related to computer systems, hardware, and software•Provided technical support on laptops, desktops and servers as needed to fix varying issues•Used Active Directory to create/modify users and groups as needed•Produce Knowledge Management documents•Provide Technical training as needed on the various Thyssenkrupp websites and various software packages that are used by the company including Adobe products, Microsoft Office and Techsmith products•Respond to queries, run diagnostic programs, isolate problems, and determines and implements solutions•Perform installations of over twenty software packages remotely via phone, internet and virtual private network

•Lead a team of four through the installation and configuration of software-specific hardware across the WellStar network for in-network hospitals and doctors' office•Provided technical training for my team members for the software and hardware we were installing and supporting•Provided system setup, implementation, training, and/ or reinforcement of EPIC software applications for new and existing users•Followed project standards within established timeframes and at defined quality levels•Assure project completion, per verbal and documented specifications•Analysis and troubleshooting of complex installation and technical issues encountered during software installation.

•Led the installation, integration, upgrade, and maintenance of customized hardware and software for countyschool districts including servers, workstations and Point of Sale equipment•Drafted and revised custom training job aids, self-study guides, and quick reference materials used by thecustomer to assist with the end-user learning curve.•Exceeded expectations by providing client and all end-user training on point-of-sale (POS) hardware andsoftware support related to the project implementation.•Created, updated, and managed customized project plans to roll utilized to launch multiple customer sitessimultaneously to ensure on-time delivery.•Delivered one-on-one training along with additional documentation as needed to end-users to assist in theset up the backend inventory and purchasing database.•Used various means to troubleshoot and resolve software issues. Including SQL and recreating these issuesto get a more thorough understanding.•Used project management skills to oversee software rollouts to several locations at once. This also includedremote and on-site work.

•Installed, upgraded, and maintained enterprise-wide and department-specific application servers.•Built (Serena SBM) TeamTrack workflows, forms, and work queues per enterprise-wide requirements•Developed and delivered any user training material relating to the implementation and launch of hardware,software, and network applications•Managed all ticket queues and departmental change requests to project workflow.•Used project management skills to get various projects in all varying sizes completed for all the departmentsin the company.•Installed and tested the platform on any newly-installed hardware.•Troubleshoot the CareerBuilder application, as well as the website, on handheld devices including iPads,iPhones and Droid cell phones. Managed and monitored audit usage of application licenses and usage audits of workflows and reports.•Used SQL to retrieve data to help troubleshoot missing data items when they were missing from reports•Managed the global Active Directory listing for departmental users, including the application of group policies, the resetting of user passwords and the activation and de-activation of accounts for terminated users, etc.

•Act as liaison between client-facing departments including Technology, Customer Care, Sales, and Marketing •Remotely interact with various software to replicate client issues and errors•Coordinate with internal technology resources to resolve internal software issues •Partner with the Customer Care team in a Tier II technical support capacity•Design and develop client-specific training manuals and job aids to ensure client comprehension and ease-of-use•Manage various site issue and service support queues to ensure •Receive and digest site issues and communicate their resolution to the end-user •Test new products, features, and site enhancements using site specifications provided by the client •Provide one-on-one end-user training to communicate major technical issue resolution and best practices to the end-user

•Resolve Tier 1 through Tier 3 hardware and software troubleshooting Windows-related issues •Build and repair on-site computer hardware issues to ensure end-user success•Manage internal ticketing system to maintain a 95% completion rate•Update the company website with relevant information from software vendor clients •Provide troubleshooting for order-specific client questions •Develop and foster relationships with existing and potential clients including software vendors, service providers, and other partner companies •Proactively create customer service and sales revenue weekly tracking reporting •Update internal databases with component registration keys and vendor page links using SQL queries applications •Negotiate agreements and purchases with vendors and partners for favorable terms and pricing, PO writing and tracking•Provide on-going support in the development and implementation of internal processes, procedures, and workflow

•Co-manage the Web Development team responsible the maintenance of the Clark Atlanta University website using Hypertext Markup Language (HTML), C Programming, and Common Gateway Interfaces (CGIs) for the website •Manage a technical team responsible for the troubleshooting and repair of faculty and staff hardware•Manage network and restoration process for faculty operating systems and software •Monitor and maintained the campus computer labs, including end-user troubleshooting •Administer courses to tenured faculty to assist in the implementation of the Distance Learning Program•Facilitate web-based training and technical learning workshops for the following software and computer-related functionality: WebCT, Microsoft Office, HTML, Accessing and Maximizing Internet Usage•Develop and managed the schedules for all computer lab student assistants