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.

Cloud Support Engineer (CSE)
Snowflake seeks early-career 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:

As a 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

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 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…