Cloud Support Engineer (AI)

Location: Dublin, California, United States

Salary: $96,000–$126,000 per year

Company

Snowflake provides a cloud data platform and is developing AI-enabled capabilities for the agentic enterprise.

What you will do

• Manage customer cases from initial triage through resolution, follow-up, and clear status communication.
• Use AI assistants and diagnostic tools to summarize logs, generate troubleshooting hypotheses, and accelerate root-cause analysis.
• Troubleshoot Snowflake environments, connectors, data warehousing, SQL queries, MLOps pipelines, model performance, and infrastructure.
• Collaborate with Engineering, Product, and Customer Success on systemic issues, bugs, and feature requests.
• Document solutions in knowledge bases and improve AI-assisted support content.
• Participate in holiday and weekend rotations and on-call coverage.

Requirements

• Bachelor’s or master’s degree in Computer Science or equivalent experience.
• At least 2 years of customer-facing technical support experience, ideally in a 24x7 environment.
• Strong written and verbal English communication skills.
• AI fluency, including prompt engineering, context management, AI-powered tooling, and critical validation of AI outputs.
• Technical troubleshooting experience with SQL, log analysis, Python, APIs, scripting, workflow tools, and RESTful web services.
• Basic knowledge of Windows, Linux, data warehousing, ML pipelines, feature engineering, model training, LangChain, vector databases, copilots, Hugging Face models, and MLOps troubleshooting.

Nice to have

• Snowflake or AWS, Azure, or GCP experience.
• Advanced workflow automation or CI/CD experience.
• AI-powered support or SRE workflow experience.
• SnowPro or cloud certifications.
• Knowledge of GPUs, CUDA, low-level optimization, or production-ready MLOps CI/CD components.

Culture & Benefits

• AI-first, experimental approach to solving problems and improving work.
• Emphasis on customer empathy, technical ownership, and measurable support outcomes.
• Cross-functional collaboration with Engineering, Product, and Customer Success.
• Operational coverage includes holiday, weekend, and on-call rotations.