Cloud Support Engineer, AI/ML (Night Shift)

About the job

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.

CLOUD SUPPORT ENGINEER — AI/ML & PROGRAMMABILITY (NIGHT SHIFT)

Location: Pune, India

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.

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.

Snowflake Support is committed to providing high-quality resolutions that help customers deliver data-driven business insights and results. We are a team of subject matter experts working collectively toward our customers' success, building partnerships by listening, learning, and connecting.

Snowflake's values shape how we deliver world-class Support: putting customers first, acting with integrity, owning initiative and accountability, and getting it done.

As a Cloud Support Engineer, you'll be the technical partner our customers turn to for guidance on using Snowflake effectively. You'll also be the voice of the customer to our product and engineering teams, surfacing feedback and improvements. Beyond individual cases, you'll help build knowledge across the team and contribute to strategic initiatives that improve how we work.

Depending on business needs, you may be assigned to one or more Snowflake Priority Support customers. 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.

AS A CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

- 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

OUR IDEAL CLOUD SUPPORT ENGINEER WILL HAVE:

- 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

NICE TO HAVE:

- 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

SPECIAL REQUIREMENTS:

- 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

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

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 http://careers.snowflake.com