Cloud Support Engineer (CSE)Snowflake seeks
Cloud Support Engineers who combine technical expertise, customer empathy, and an
AI-first mindset.
Fluency in Japanese (spoken and written) and familiarity with Japanese business culture; experience living or working in Japan preferred. 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).
- Fluency in Japanese (spoken and written) and familiarity with Japanese business culture; experience living or working in Japan preferred.
- 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.
- Being able to troubleshoot and resolve issues related to MLOps pipelines, model performance, and infrastructure.
- Familiarity with RESTful APIs and web services
Preferred:
- Snowflake or cloud platform experience (AWS, Azure, GCP)
- Advance Workflow automation / CI/CD tooling experience
- AI-powered support or SRE workflow experience
- Relevant certifications (SnowPro, cloud certs)
- Knowledge about GPUs, CUDA, and low-level optimizations will be a plus.
- Experience developing CI/CD components for production-ready MLOps pipelines.
- Location: Toronto, ON or Atlanta, GA
