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Snowflake is looking to leverage artificial intelligence and machine learning to optimize their support processes, enhance data analytics capabilities, build new automation workflows, and develop AI assistants to reduce manual workload for their support teams.

Requirements

• Proficiency in programming languages, with a strong emphasis on Python.
• Hands-on experience with AI/ML frameworks such as TensorFlow, PyTorch, or scikit-learn.
• Solid understanding of machine learning algorithms and concepts, including natural language processing (NLP).
• Experience with data manipulation and analysis libraries like Pandas and NumPy.
• Knowledge of Snowflake platform - Snowpark, Snowflake Cortex, Snowflake container services
• Familiarity with cloud platforms (AWS, Azure, or GCP) and deploying machine learning models.
• Experience with version control systems, particularly Git.

Responsibilities

• Design, build, and implement AI/ML models and applications to automate routine support tasks and resolve common service requests and incidents.
• Collaborate with support leadership and data analysts to improve existing data pipelines and build new analytical models that provide actionable insights into support metrics (e.g., ticket resolution times, root causes, and customer sentiment).
• Create intelligent workflows that automatically categorize, route, and respond to support tickets, reducing the need for manual intervention.
• Develop and maintain AI-powered assistants or chatbots to provide immediate, accurate answers to common customer queries, freeing up human agents.
• Work with large, unstructured datasets from service requests and incidents, including data cleaning, preprocessing, and feature engineering to prepare data for model training.
• Monitor the performance of deployed models and automations, making continuous improvements based on performance data and feedback from the support team.
• Partner with support engineers and managers to identify automation opportunities and ensure AI solutions are seamlessly integrated into existing workflows.

Other

• 1-2 years of professional experience in an AI Developer, Machine Learning Engineer, or similar role.
• Strong analytical and problem-solving skills with a creative approach to complex challenges.
• Excellent communication skills to translate technical concepts to non-technical stakeholders, including support leadership and team members.
• A proactive mindset and a desire to learn and adapt in a fast-paced environment.
• Every Snowflake employee is expected to follow the company’s confidentiality and security standards for handling sensitive data. Snowflake employees must abide by the company’s data security plan as an essential part of their duties. It is every employee's duty to keep customer information secure and confidential.