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 (CSE)

Snowflake seeks early-career Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset. You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution—safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal.

Key Responsibilities:

As a Cloud Support Engineer, you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor.

Customer Value and Incident Ownership

Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.

Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.

Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.

Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.

Technical Execution and Collaboration

AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing.

Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.

Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues.

Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality.

Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance.

Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams.

Operational Coverage: Support holiday/weekend rotations and on-call requirements

Required Qualifications:

BS/MS in Computer Science or equivalent experience.

2+ years in technical support (customer-facing, ideally 24x7).

Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation.

Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments.

Solid technical troubleshooting skills, including comfort with SQL, log analysis, and scripting/automation (e.g., Python, APIs, workflow tools) to diagnose issues and streamline tasks.SQL, log analysis, and scripting skills (Python, APIs).

Strong written/verbal English communication.

Basic understanding of Windows and Linux Operating Systems.

Basic understanding of Data Warehousing fundamentals and concepts.

Ability to write and understand basic SQL queries

Familiarity with end-to-end ML pipeline including ML modeling, feature engineering, ML model training, etc.

Familiarity with prompt engineering, and associated tools within the LLM ecosystem, including Langchain, vector databases, co-pilot, and open-source Hugging Face models.