Senior Cloud Support Engineer - AI/ML & Programmability (Night Shift -10 PM to 7 AM)

Snowflake’s Support team is expanding! We are looking for a Senior Cloud Support Engineer who likes working with data and solving a wide variety of issues utilizing their technical experience having worked on a variety of operating systems, database technologies, big data, data integration, connectors, and networking. Our mission is to make Snowflake a preferred platform to run all AI, ML, data science and data engineering workloads. You will be part of a highly productive, fast-moving, and growing team supporting Snowflake Cortex and ML product lines that is critical to realizing Snowflake’s Data Cloud Mission.

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

Snowflake’s values are key to our approach and success in delivering world-class Support.  Putting customers first, acting with integrity, owning initiative and accountability, and getting it done are Snowflake core values and are reflected in everything we do.

As a Senior Cloud Support Engineer, your role is to delight our customers with your passion and knowledge of Snowflake Data Warehouse.  Customers will look to you for technical guidance and expert advice with regards to their effective and optimal use of Snowflake.  You will be the voice of the customer regarding product feedback and improvements for Snowflake’s product and engineering teams. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

Based on business needs, you may be assigned to work with one or more Snowflake Priority Support customers. You will develop a strong understanding of the customer’s use case and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation.

Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management.

AS A SENIOR CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL:

• Drive technical solutions to complex problems providing in-depth analysis and guidance to Snowflake customers and partners using the following methods of communication: email, web, and phone
• Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectations
• Demonstrate good problem-solving skills and be process-oriented
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues 
• Document known solutions to the internal and external knowledge base
• Report well-documented bugs and feature requests arising from customer-submitted requests
• Partner with engineering teams in prioritizing and resolving customer requests
• Participate in a variety of Support initiatives
• ​​Provide support coverage during holidays and weekends based on business needs

OUR IDEAL SENIOR CLOUD SUPPORT ENGINEER WILL HAVE:

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline.
• 5+ years experience in a Technical Support environment or a similar technical function in a customer-facing role.
• Excellent writing and communication skills in English with attention to detail.
• In-depth knowledge of any one of the major cloud service providers' ecosystems.
• Experience with AWS Lambda and related AWS services (e.g., S3, DynamoDB, API Gateway, SNS).
• Understanding of software development principles, including object-oriented programming and version control systems (e.g., Git, GitHub, GitLab).
• Experience with software development tools and environments (e.g., Visual Studio Code, Eclipse, or IntelliJ IDEA).
• Understanding of RESTful APIs and web services.
• Exposure to automation and scripting.
• Familiarity with database-related concepts and writing SQL queries.
• Intermediate level of understanding of LLMs and their applications in an enterprise.
• Investigate, evaluate, and compare multiple Large Language Models (LLM) to deliver maximum value to Snowflake’s customers.
• Familiarity with MLOps practices and tools.
• Work with customers to address any programmability-related issues (e.g. dev-ops, Kubernetes etc).
• Knowledge of existing language runtimes—Python in particular and relevant ML libraries—to understand and troubleshoot customers' use cases built on Snowflake’s Cortex and ML stack.

NICE TO HAVE:

• Good understanding of Machine Learning foundations, neural networks, statistics, and optimization.
• Being able to optimize model performance, scalability, and efficiency.
• Production experience with several of the following frameworks: Pandas, NumPy, SKLearn, XGBoost, LightGBM, PyTorch, Tensorflow, and Keras.Working experience with Jupyter Notebooks.
• Experience with API frameworks and tools like Swagger/OpenAPI, Postman, and API Gateway.
• Working experience in Data Visualization tools such as Tableau, Power BI, matplotlib, seaborn, and Plotly.
• Familiarity with Data Manipulation and Analysis such as pandas, NumPy, scipy.
• Understanding of big data technologies (e.g., Hadoop, Spark) is a plus.
• Understanding of event-driven architectures and microservices.
• Knowledge of authentication and authorization protocols (OAuth, JWT, etc.).

SPECIAL REQUIREMENTS:

• Participate in pager duty rotations during nights, weekends, and holidays.
• Ability to work the 4th/night shift which typically starts from 10 pm IST.
• Applicants should be flexible with schedule changes to meet business needs.