Staff Cloud Support Engineer
US-CA-Dublin · 2+ years experience · Full-time · Posted Sep 25, 2026
At a glance
- Experience
- 2+ years experience
- Employment
- Full-time
- Location
- US-CA-Dublin
About the role
- The Staff Cloud Support Engineer manages customer cases while leveraging AI tools to accelerate troubleshooting and improve platform reliability.
- This role requires a blend of deep technical investigation, customer empathy, and an AI-first mindset to act as a trusted advisor for Snowflake customers.
Responsibilities
- Manage customer issues from initial triage through resolution and follow-up.
- Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis.
- Provide technical analysis and guidance via email, web, and phone.
- Use AI to summarize logs, generate hypotheses, and draft responses while validating outputs.
- 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 and refine AI-assisted drafts.
- 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.
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 context management.
- Experience with AI-powered tooling and modern support environments.
- Solid technical troubleshooting skills including SQL, log analysis, and scripting/automation (Python, APIs).
- Strong written/verbal English communication.
- Basic understanding of Windows and Linux Operating Systems.
- Basic understanding of Data Warehousing fundamentals.
- Familiarity with end-to-end ML pipelines including modeling, feature engineering, and training.
- Ability to troubleshoot MLOps pipelines, model performance, and infrastructure.
Preferred qualifications
- 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
- Experience developing CI/CD components for production-ready MLOps pipelines
Skills
- SQL
- Python
- APIs
- Langchain
- Vector Databases
- Hugging Face
- MLOps
- Linux
- Windows
- RESTful APIs
- CI/CD
- AWS
Show all 15 skills
- Azure
- GCP
- CUDA
