CLOUD SUPPORT ENGINEER, AI/ML

📋 Job Overview

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

🏢 About Snowflake

Snowflake's Support team is expanding. We're looking for a Cloud Support Engineer who enjoys working with data and solving a wide variety of problems, drawing on hands-on experience across operating systems, database technologies, big data, data integration, connectors, and networking.

🎯 The Role

Our mission is to make Snowflake the preferred platform for running all AI, ML, data science, and data engineering workloads. You'll join a highly productive, fast-moving team supporting Snowflake Cortex and our ML product lines — work that is central to delivering on Snowflake's AI Data Cloud mission.

✅ Key Responsibilities

• Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone
• Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues
• Investigate issues using the Snowflake environment, connectors, third-party partner software, and internal tools
• Troubleshoot customer use cases built on Snowflake's Cortex and ML stack, working across Python runtimes and relevant ML libraries
• Investigate, evaluate, and compare Large Language Models to help customers get maximum value from Snowflake's AI capabilities
• Work with customers to resolve programmability-related issues, including DevOps and Kubernetes
• Document known solutions to our internal and external knowledge bases
• Report well-documented bugs and feature requests arising from customer submissions
• Partner with engineering teams to prioritise and resolve customer requests
• Participate in a range of Support initiatives
• Provide support coverage during holidays and weekends based on business needs

📌 Required Qualifications

• 2+ years of experience in a technical support environment or a similar technical, customer-facing function
• Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent practical experience
• Excellent written and verbal communication skills in English, with strong attention to detail
• In-depth knowledge of at least one major cloud provider's ecosystem
• Working knowledge of Python and relevant ML libraries
• An intermediate understanding of LLMs and their enterprise applications
• Understanding of software development principles, including object-oriented programming and version control (Git, GitHub, GitLab)
• Understanding of RESTful APIs and web services
• Familiarity with MLOps practices and tools

⭐ Desirable Experience

• Experience in a 24x7 support environment, including technical case escalation, incident management, and on-call rotations
• Background supporting an RDBMS, and familiarity with database release management
• Understanding of machine learning foundations — neural networks, statistics, and optimisation — and of optimising model performance, scalability, and efficiency
• Production experience with frameworks such as Pandas, NumPy, scikit-learn, XGBoost, LightGBM, PyTorch, TensorFlow, or Keras
• Working experience with Jupyter Notebooks
• Experience with development tools and IDEs (Visual Studio Code, Eclipse, IntelliJ IDEA)
• Experience with API tooling such as Swagger/OpenAPI, Postman, and API Gateway
• Experience with data visualisation tools — Tableau, Power BI, matplotlib, seaborn, or Plotly
• Understanding of big data technologies such as Hadoop or Spark
• Understanding of event-driven architectures and microservices
• Knowledge of authentication and authorisation protocols such as OAuth and JWT

🎁 Benefits

Competitive

🛂 Visa & Eligibility

Applicants should be flexible with schedule changes to meet business needs. This role works the 4th / night shift, typically starting at 10:00 PM IST. Participation in pager duty rotations during nights, weekends, and holidays.