Snowflake SENIOR CLOUD SUPPORT ENGINEER - AI/ML NIGHT SHIFT -10 PM 

India, Maharashtra, Pune 

642126239

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.