Cloud Support Engineer

The role

Cloud Support Engineers manage customer cases and accelerate time-to-resolution. You will use AI tools to perform troubleshooting, root-cause analysis, and knowledge management within the Snowflake environment.

What you will do

• Manage customer issues from initial triage through resolution and follow-up
• Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis
• Provide technical analysis and guidance via email, web, and phone
• Use AI to summarize logs, generate hypotheses, and draft responses
• Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions
• Partner with Engineering, Product, and Customer Success to resolve systemic issues
• Document solutions in knowledge bases
• Provide input on product behavior, documentation gaps, and AI-tool performance
• Document and collaborate on bugs and feature requests with engineering teams
• Support holiday/weekend rotations and on-call requirements

Required qualifications

• BS/MS in Computer Science or equivalent experience
• 2+ years in technical support
• Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs
• Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments
• Solid technical troubleshooting skills, including comfort with SQL, log analysis, and scripting/automation (e.g., Python, APIs, workflow tools)
• Strong written/verbal English communication
• Basic understanding of Windows and Linux Operating Systems
• Basic understanding of Data Warehousing fundamentals and concepts
• Ability to write and understand basic SQL queries
• Familiarity with end-to-end ML pipeline including ML modeling, feature engineering, ML model training, etc.
• Familiarity with prompt engineering, and associated tools within the LLM ecosystem, including Langchain, vector databases, co-pilot, and open-source Hugging Face models
• Being able to troubleshoot and resolve issues related to MLOps pipelines, model performance, and infrastructure

Nice to have

• Snowflake or cloud platform experience (AWS, Azure, GCP)
• Advance Workflow automation / CI/CD tooling experience
• AI-powered support or SRE workflow experience
• Relevant certifications (SnowPro, cloud certs)
• Knowledge about GPUs, CUDA, and low-level optimizations
• Experience developing CI/CD components for production-ready MLOps pipelines

About the company

Snowflake is powering the era of the agentic enterprise. The company is growing fast and scaling its team to enable and accelerate growth.