Snowflake SENIOR CLOUD SUPPORT ENGINEER - DATA PLATFORM AI/ML MORNING SHIFT PM IST 

India, Maharashtra, Pune 

776194848

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.

Shift 1 Special Requirement:

Ability to work the 1st/morning shift which typically starts from 6 am IST

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

• Ability to work in a highly collaborative environment across global teams

• In-depth knowledge of major cloud service providers' ecosystems.

• Experience in a designated customer-focused support role providing a personalized support experience with a deeper knowledge of the customer environment

• Ability to reproduce and troubleshoot complex technical issues.

• Work with customers to address any programmability-related issues (e.g. dev-ops, kubernetes etc).

• 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.

• 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.

• Familiarity with MLOps practices and tools.

• Familiarity with database-related concepts and writing SQL queries.

NICE TO HAVE:

• Good Understanding of Machine Learning foundations, neural networks, statistics, and optimization.

• Optimize model performance, scalability, and efficiency

• Production experience with several of the following frameworks: Pandas, NumPy, SKLearn, XGBoost, LightGBM, PyTorch, Tensorflow, and Keras.