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Snowflake SENIOR CLOUD SUPPORT ENGINEER - AI/ML & PROGRAMMABILITY NIGHT SHIFT -10 PM 
India, Maharashtra, Pune 
590247716

09.08.2024

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.