Cloud Support Engineer, AI/ML (Night Shift)

Role overview

Cloud Support Engineer, AI/ML (Night Shift) at Snowflake

Responsibilities

• Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone.
• Work with customers to resolve programmability-related issues, including DevOps and Kubernetes.

Employment details

• Cloud Support Engineer — AI/ML & Programmability (Night Shift).
• Location: Pune [India]

About the employer

• As a Cloud Support Engineer, you'll be the technical partner our customers turn to for guidance on using Snowflake effectively.
• Depending on business needs, you may be assigned to one or more Snowflake Priority Support customers.
• Troubleshoot customer use cases built on Snowflake's Cortex and ML stack, working across Python runtimes and relevant ML libraries.
• At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

Additional role details

• 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.
• 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.
• You'll also be the voice of the customer to our product and engineering teams, surfacing feedback and improvements.
• In that capacity you'll develop deep familiarity with their use case and how they use the platform, delivering the service that enables them to get the highest levels of continuity and performance from their Snowflake implementation.
• 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.
• Investigate, evaluate, and compare Large Language Models to help customers get maximum value from Snowflake's AI capabilities.
• 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. 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.
• 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.
• 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.
• Participation in pager duty rotations during nights, weekends, and holidays.