Cloud Support Engineer
Overview:
In this role you help accelerate customer time-to-resolution by combining deep technical troubleshooting with AI-first tooling. You will operate as a full-stack support resource, balancing hands-on analysis with clear, empathetic communication. You'll leverage AI to triage, diagnose, and craft guidance, while ensuring reliability and safe, accurate outcomes. This role offers cross-functional collaboration to resolve systemic issues and shape knowledge resources for faster support.
Responsibilities:
- Own the customer experience from triage to resolution and follow-upLeverage AI-assisted diagnostics to speed triage and root-cause analysis with safety in mind
- Deliver outcome-based support by fixing issues, reducing recurrence, and improving reliability
- Communicate technical analysis via email, web, and phone tailored to customer expertise
- Use AI to summarize logs, generate hypotheses, and draft responses with validation
- Utilize Snowflake environment, connectors, and internal tools to investigate and test solutions
- Collaborate with Engineering, Product, and Customer Success to resolve systemic issues
- Document solutions in knowledge bases and refine AI-assisted drafts
- Provide feedback on product behavior, documentation gaps, and AI tool performance
- Report bugs and feature requests with engineering teams
- Support holiday/weekend rotations and on-call requirements
Key requirements:
- BS/MS in Computer Science or equivalent experience 2+ years in technical support (customer-facing, ideally 24x7)
- Strong AI fluency including prompt engineering and critical validation of outputs
- Experience with AI-powered tooling and modern support environments
- Solid technical troubleshooting including SQL, log analysis, and scripting (Python, APIs)
- Strong written/verbal English communication
- Basic understanding of Windows and LinuxBasic understanding of Data Warehousing fundamentals and SQL queries
- Familiarity with end-to-end ML pipelines, prompt engineering, Langchain, vector databases, Hugging Face models
- Familiarity with RESTful APIs and web servicescustomer empathyclear communicationcollaborationSQLlog analysis
Python