Cloud Support Engineer, AI/ML (Night Shift)

Overview

Cloud Support Engineer supporting Snowflake Cortex and ML product lines for AI, ML, data science, and data engineering workloads. The role provides customer guidance, investigates technical issues, and partners with product and engineering teams, with a night-shift schedule.

What you'll do

• Drive technical solutions for complex customer and partner issues through email, web, and phone.
• Investigate issues across Snowflake, connectors, partner software, and internal tools.
• Troubleshoot Cortex and ML use cases across Python runtimes and ML libraries.
• Evaluate and compare large language models for customer AI use cases.
• Resolve programmability issues involving DevOps and Kubernetes.
• Document solutions and report customer-originated bugs and feature requests.
• Provide support coverage during holidays and weekends as needed.

What you'll need

• 2+ years of experience in technical support or a similar technical customer-facing function.
• Bachelor's or Master's degree in Computer Science or a related discipline, or equivalent practical experience.
• In-depth knowledge of at least one major cloud provider ecosystem.
• Working knowledge of Python and relevant ML libraries.
• Intermediate understanding of LLMs and enterprise applications.
• Understanding of software development, Git-based version control, RESTful APIs, and web services.
• Familiarity with MLOps practices and tools.

Nice to have

• Experience in 24x7 support, escalation, incident management, or on-call rotations.
• Experience supporting an RDBMS and database release management.
• Machine learning foundations and model performance optimisation knowledge.
• Production experience with listed ML and data tools such as Pandas, PyTorch, or TensorFlow.
• Experience with Jupyter, API tooling, visualisation, big data, microservices, or authentication protocols.

Details

• Location: Pune, India.
• Night shift typically starts at 10:00 PM IST.
• Pager duty rotations include nights, weekends, and holidays.
• Schedule flexibility is required to meet business needs.