Senior Cloud Support Engineer

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. Senior Cloud Support Engineer (CSE) Job Description Snowflake seeks a Senior Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset . You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution—safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal.

As a Senior Cloud Support Engineer , you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor. Customer Value and Incident Ownership 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. Technical Execution and Collaboration 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 Special Requirement: Ability to work a shift schedule from 12:00 PM to 9:00 PM JST, including a 1-hour break. May require schedule flexibility and shift changes based on business needs.

5+ years of experience in technical support (customer-facing, ideally 24x7). 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. Strong knowledge of at least one major RDBMS In-depth understanding of SQL data types, aggregations, and advanced functions including analytical/window functions. Proven experience with query lifecycle, profiles, and execution/explain plans. Advanced skills in interpreting SQL queries and execution workflow logic. Proficiency with JSON, XML, and other semi-structured data formats. Experience with querying