Cloud Support Engineer, AI/ML (Night Shift)
Snowflake · Posted Sep 25
Cloud data warehousing, analytics, data sharing, and AI infrastructure services
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About the role
Snowflake's Support team is expanding, with a mission to make Snowflake the preferred platform for running all AI, ML, data science, and data engineering workloads. The Cloud Support Engineer will join a highly productive, fast-moving team supporting Snowflake Cortex and the ML product lines, acting as the technical partner customers turn to for guidance on using Snowflake effectively. The role involves troubleshooting complex customer use cases, working with Python runtimes and ML libraries, and serving as the voice of the customer to product and engineering teams.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
- This role works the 4th / night shift, typically starting at 10:00 PM IST
- Participation in pager duty rotations during nights, weekends, and holidays
- Applicants should be flexible with schedule changes to meet business needs
Preferred qualifications
- 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 and support
- Compensation and benefits are detailed in the job posting
About Snowflake
Snowflake delivers the AI Data Cloud, a cloud-based platform that unifies data warehousing, data lakes, data engineering, and data sharing. Its architecture separates compute from storage, enabling organizations to securely store, govern, and analyze data across multiple public clouds. The platform also integrates generative AI services and developer frameworks to help enterprises scale advanced workloads.
- Industry
- Cloud Computing
- Company size
- 10001+ employees
- Founded
- 2012-07-23
- Location
- Bozeman, Montana, USA
- Funding stage
- Public Company
Funding
Public Company · $1.56B raised
- 2012-02-01Seed$900K
- 2012-08-01Series A$5M
- 2014-10-01Series B$26M
- 2015-06-01Series C$79M
- 2017-09-01Series D$105M
- 2018-01-01Series E$263M
- 2018-10-01Series F$450M
- 2020-02-01Series G$479M
- 2020-09-16Post IPO$376M
Leadership
Chief Executive Officer
Chief Financial Officer
Executive Vice President, Product
Chief Technology Officer
Chief Security and Trust Officer
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