Cloud Support Engineer in Toronto

At Snowflake, we are powering the era of the agentic enterprise. 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.

Cloud Support Engineer (CSE) Snowflake seeks Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset. 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.

Key Responsibilities:

• Manage customer cases and accelerate their time-to-resolution, ensuring platform stability and driving a world-class support experience.
• 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.
• 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.
• Support holiday/weekend rotations and on-call requirements.

Required 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.
• 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).
• 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 RESTful APIs and web services.

Preferred:

• Snowflake or cloud platform experience (AWS, Azure, GCP).
• Advance Workflow automation / CI/CD tooling experience.
• AI-powered support or SRE workflow experience.
• Relevant certifications (SnowPro, cloud certs).
• Knowledge about GPUs, CUDA, and low-level optimizations will be a plus.
• Experience developing CI/CD components for production-ready MLOps pipelines.

Location: Toronto, ON or Atlanta, GA

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.