STAFF CLOUD SUPPORT ENGINEER

📋 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 seeks early-career Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset. You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution—safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal.

🎯 The Role

As a Cloud Support Engineer, you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor.

✅ Key Responsibilities

• Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.
• Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.
• Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.
• Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.
• AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing.
• Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.
• Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues.
• Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality.
• Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance.
• Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams.
• Operational Coverage: Support holiday/weekend rotations and on-call requirements

📌 Required Qualifications

• BS/MS in Computer Science or equivalent experience.
• 2+ years in technical support (customer-facing, ideally 24x7).
• Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation.
• 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) to diagnose issues and streamline tasks.SQL, log analysis, and scripting skills (Python, APIs).
• 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.
• Familiarity with RESTful APIs and web services

⭐ Desirable Experience

• 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 will be a plus.
• Experience developing CI/CD components for production-ready MLOps pipelines.

🎁 Benefits

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

🛂 Visa & Eligibility

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