云支持工程师

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.

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Fluency in Japanese (spoken and written) and familiarity with Japanese business culture; experience living or working in Japan preferred.

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.

, 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

this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor.

Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates.

Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety standards.

Focus on business impact, ensuring resolutions fix issues, reduce recurrence, and improve reliability.

Provide technical analysis and guidance via email, web, and phone, adapting to customer expertise levels.

Use AI to summarize logs, generate hypotheses, and draft responses—critically validating outputs before sharing.

Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions.

Partner with Engineering, Product, and Customer Success to resolve systemic issues.

Document solutions in knowledge bases, refining AI-assisted drafts for quality.

Provide input on product behavior, documentation gaps, and AI-tool performance.

Document and collaborate on bugs and feature requests with engineering teams.

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.

including prompt engineering, context management, and the ability to critically validate AI outputs and know when to fall back to manual investigation.

(e.g., coding assistants/agentic IDEs) and modern support environments.

, including comfort with SQL, log analysis, and scripting/automation (e.g., Python, APIs, workflow tools) to diagnose issues and streamline tasks.SQL, log analysis, and scripting skills (Python, APIs).

communication.

Basic understanding of Windows and Linux Operating Systems.

Basic understanding of Data Warehousing fundamentals and concepts.

Familiarity with end-to-end ML pipeline including ML modeling, feature engineering, ML model training, etc.

Familiarity with prompt engineering, and associated tools within the LLM ecosystem, including Langchain, vector databases, co-pilot, and open-source Hugging Face models.

Being able to troubleshoot and resolve issues related to MLOps pipelines, model performance, and infrastructure.

Knowledge about GPUs, CUDA, and low-level optimizations will be a plus.

Experience developing CI/CD components for production-ready MLOps pipelines.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information:

The estimated base salary range for this role is $96,000 - $126,000.

Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive

package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.

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form.

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.