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Snowflake is seeking a Cloud Support Engineer to join its expanding Support team, focusing on AI/ML and Snowflake Cortex product lines. You will be the technical partner customers turn to for guidance on using Snowflake effectively, working on complex data and AI/ML problems. The role involves providing high-quality technical resolutions via email, web, and phone; investigating issues using Snowflake environments, connectors, and internal tools; troubleshooting customer use cases built on Snowflake's Cortex and ML stack; and working across Python runtimes and ML libraries.
Key responsibilities include driving technical solutions to complex problems with in-depth analysis and guidance to customers and partners; adhering to response and resolution SLAs and escalation processes; investigating issues using Snowflake environment, connectors, third-party software, and internal tools; troubleshooting Cortex and ML stack issues; investigating and comparing Large Language Models to help customers maximize value from Snowflake's AI capabilities; resolving programmability-related issues including DevOps and Kubernetes; documenting known solutions to internal and external knowledge bases; reporting well-documented bugs and feature requests; partnering with engineering teams to prioritize customer requests; participating in Support initiatives; and providing support coverage during holidays and weekends as needed.
This is a night shift role (typically starting 10:00 PM IST) based in Pune, India, with participation in pager duty rotations during nights, weekends, and holidays. You will work with Snowflake Priority Support customers, developing deep familiarity with their use cases and delivering service that enables high levels of continuity and performance.
REQUIREMENTS:
- 2+ years of experience in a technical support environment or similar technical, customer-facing function
- Bachelor's or Master's degree in Computer Science or 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
- 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
- Flexibility with schedule changes to meet business needs
NICE TO HAVE:
- Experience in 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, optimization) and optimizing model performance, scalability, and efficiency
- Production experience with 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 (Swagger/OpenAPI, Postman, API Gateway)
- Experience with data visualization tools (Tableau, Power BI, matplotlib, seaborn, Plotly)
- Understanding of big data technologies (Hadoop, Spark)
- Understanding of event-driven architectures and microservices
- Knowledge of authentication and authorization protocols (OAuth, JWT)
