Cloud Support Engineer, AI/ML (Night Shift)

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 — AI/ML & Programmability (Night Shift) Location: Pune, India Snowflake's Support team is expanding. We're looking for a Cloud Support Engineer who enjoys working with data and solving a wide variety of problems, drawing on hands-on experience across operating systems, database technologies, big data, data integration, connectors, and networking. Our mission is to make Snowflake the preferred platform for running all AI, ML, data science, and data engineering workloads. You'll join a highly productive, fast-moving team supporting Snowflake Cortex and our ML product lines — work that is central to delivering on Snowflake's AI Data Cloud mission. Snowflake Support is committed to providing high-quality resolutions that help customers deliver data-driven business insights and results. We are a team of subject matter experts working collectively toward our customers' success, building partnerships by listening, learning, and connecting. Snowflake's values shape how we deliver world-class Support: putting customers first, acting with integrity, owning initiative and accountability, and getting it done. As a Cloud Support Engineer, you'll be the technical partner our customers turn to for guidance on using Snowflake effectively. You'll also be the voice of the customer to our product and engineering teams, surfacing feedback and improvements. Beyond individual cases, you'll help build knowledge across the team and contribute to strategic initiatives that improve how we work. Depending on business needs, you may be assigned to one or more Snowflake Priority Support customers. In that capacity you'll develop deep familiarity with their use case and how they use the platform, delivering the service that enables them to get the highest levels of continuity and performance from their Snowflake implementation. AS A CLOUD SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL: Drive technical solutions to complex problems, providing in-depth analysis and guidance to Snowflake customers and partners via email, web, and phone Adhere to response and resolution SLAs and escalation processes to ensure fast resolution of customer issues Investigate issues using the Snowflake environment, connectors, third-party partner software, and internal tools Troubleshoot customer use cases built on Snowflake's Cortex and ML stack, working across Python runtimes and relevant ML libraries Investigate, evaluate, and compare Large Language Models to help customers get maximum value from Snowflake's AI capabilities Work with customers to resolve programmability-related issues, including DevOps and Kubernetes Document known solutions to our internal and external knowledge bases Report well-documented bugs and feature requests arising from customer submissions Partner with engineering teams to prioritise and resolve customer requests Participate in a range of Support initiatives Provide support coverage during holidays and weekends based on business needs OUR IDEAL CLOUD SUPPORT ENGINEER WILL HAVE: 2+ years of experience in a technical support environment or a similar technical, customer-facing function Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent practical experience Excellent written and verbal communication skills in