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Cloud Support Engineer

Snowflake Inc.· Global Support
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US-CA-Dublin$96k - $126kFull-timePosted 2w ago

About the role

Cloud Support Engineer (CSE) at Snowflake, an early-career technical role focused on AI-first, customer-centric incident management and troubleshooting with 24x7 support experience, fluent in Japanese, and strong AI tooling usage.

Responsibilities

  • Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.
  • Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.
  • Outcome-Based Support: Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.
  • Customer Empathy and Communication: Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.
  • AI-Assisted Triage: Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing.
  • Tooling Expertise: Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.
  • Cross-Functional Collaboration: Partner with Engineering, Product, and Customer Success to resolve systemic issues.
  • Knowledge Management: Document solutions in knowledge bases, refining AI-assisted drafts for quality.
  • Feedback and Innovation: Provide input on product behavior, documentation gaps, and AI-tool performance.
  • Bug Reporting: Document and collaborate on bugs and feature requests with engineering teams.
  • Operational Coverage: Support holiday/weekend rotations and on-call requirements.

Qualifications

  • BS/MS in Computer Science or equivalent experience.
  • 2+ years in technical support (customer-facing, ideally 24x7).
  • Fluency in Japanese (spoken and written) and familiarity with Japanese business culture; experience living or working in Japan preferred.
  • Strong AI fluency, including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation.
  • Experience with AI-powered tooling (e.g., coding assistants/agentic IDEs) and modern support environments.
  • Solid technical troubleshooting skills, including comfort with SQL, log analysis, and scripting/automation (e.g., Python, APIs, workflow tools) to diagnose issues and streamline tasks.
  • Strong written/verbal English communication.
  • Basic understanding of Windows and Linux Operating Systems.
  • Basic understanding of Data Warehousing fundamentals and concepts.
  • Ability to write and understand basic SQL queries.
  • Familiarity with end-to-end ML pipeline including ML modeling, feature engineering, ML model training, etc.
  • Familiarity with prompt engineering and tools within the LLM ecosystem (Langchain, vector databases, co-pilot, Hugging Face models).
  • Ability to troubleshoot and resolve issues related to MLOps pipelines, model performance, and infrastructure.
  • Familiarity with RESTful APIs and web services.

Skills

Required:SQLLog analysisPython / scriptingAI tooling / prompt engineeringCommunication (English)Japanese language
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Snowflake Inc.

The Data Platform Built for Data Teams.

Snowflake powers AI, data engineering, applications, and analytics on a trusted, scalable AI Data Cloud—eliminating silos and accelerating innovation.

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