Senior AI-First Cloud Support Engineer

Snowflake

United States

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

Snowflake is seeking a Senior Cloud Support Engineer to combine deep technical troubleshooting with AI-first tooling. You will handle 24x7 customer cases, drive incident management, and collaborate with cross-functional teams to improve platform reliability and support experiences.

The role requires strong AI fluency, proficiency in SQL and major RDBMS, and experience with AI-powered tooling. This position may involve on-call rotations and weekend coverage in a fast-moving, high-trust

Qualifications

5+ years of experience in technical support (customer-facing, ideally 24x7).
Strong AI fluency, including prompt engineering and validating AI outputs.
Experience with AI-powered tooling and modern support environments.
Solid technical troubleshooting skills, including comfort with SQL.
Strong knowledge of at least one major RDBMS.
In-depth understanding of SQL data types, aggregations, and window functions.
Proficiency with JSON, XML, and other semi-structured data formats.

Responsibilities

Own customer issues from triage through resolution and follow-up, ensuring clear updates.
Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis.
Focus on business impact, ensuring issue resolution and reduced recurrence.
Provide technical guidance via email, web, and phone, adapting to customer expertise.
AI-assisted triage: summarize logs, generate hypotheses, and draft responses with validation.
Collaborate with Engineering, Product, and Customer Success to resolve issues.