Senior Software Engineer - Customer Experience Engineering

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. The Customer Experience Engineering Team builds the internal and external technologies that scale Snowflake’s global support and sales organizations. We empower our technical experts by providing the advanced tools they need to resolve complex issues and drive customer success. Our team specializes in software engineering, data-driven decisions, ML, and LLM-based solutions. We build production-grade systems to automate manual processes and augment the capabilities of our technical staff. Our current focus includes: - LLMs: Developing and deploying LLM and agent-based architectures for streamlining troubleshooting - Scalable Evaluations: Implementing large-scale evaluations to ensure the quality and reliability of our internal and external tools - Process Automation: Designing intelligent workflows that eliminate bottlenecks and allow our experts to focus on the most technical aspects of the Snowflake platform - Incident discovery: using embeddings, LLMs, clustering, and agents to detect potential widespread issues more quickly Now, the team is growing, and we are looking for a Software Engineer to join us. In this role, you will work closely with the state of the art LLM models, fine-tune them, develop agents, apply various clusterings, summarizations, embeddings, and so on. Even though we usually use high-level libraries (e.g., scikit or Snowflake’s Cortex) rather than perform matrix multiplications ourselves, some prior ML experience is definitely useful. As a Software Engineer, you will contribute to the development of ML and LLM-based solutions, propose new ideas, and keep improving the existing models. You will: - Develop and refine ML models that are critical to Snowflake’s business - Design metrics and experiments to validate your insights - Help to implement projects that span our stack, including Java and Python services hosted in Snowflake and Kubernetes - Collaborate with a cross-functional team, including product management and design - Deliver features requiring close coordination with several partner teams - Be a participant in defining the product vision and team planning - Pinpoint problems, instrument relevant components as needed, and ultimately implement solutions Our ideal Software Engineer will have: - B.S. or M.S. degree in CS, or equivalent discipline - 5+ years of hands-on software engineering experience - 2+ years maintaining a production system - 1+ years of working ML experience - Interest in the State of the Art LLM-based solutions - Experience with modern application design architecture, good API design patterns, performance and scale - Expertise in at least one of the following: Python, Java - Experience with software engineering best practices: unit testing, code reviews, design documentation - Excellent debugging and troubleshooting skills, especially in a cloud environment - Great communication skills, both verbal and written and an interest in working with a diverse set of peers and external developers - Genuine enjoyment of the art of building great software, and a love of learning new things 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