Senior Software Engineer - Customer Experience Engineering

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.