Why This Job is Featured on The SaaS Jobs
This Customer Experience Engineering role sits at a core SaaS inflection point: building the internal platforms that make support and sales scalable as a product and customer base expands. Rather than shipping end user features, the work targets the operational systems behind a modern cloud data platform, where reliability, observability, and automation directly shape how effectively the business can serve customers.
For a SaaS career, the signal here is leverage. The remit spans production software engineering plus applied ML and LLM workflows, with an emphasis on measurable outcomes through metrics, experiments, and large scale evaluation. Experience gained in instrumenting systems, improving incident discovery, and automating troubleshooting tends to transfer well across SaaS companies investing in AI assisted operations, customer support tooling, and platform maturity.
This role is best suited to engineers who like ambiguous problem spaces and prefer iterating via hypotheses and validation, not just implementing predefined specs. It should appeal to someone comfortable working across Python and Java services and collaborating with product and design when the “customer” is an internal team. It also fits professionals who want hands on exposure to productionizing LLM capabilities without being purely research focused.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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:
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
3+ years of hands-on software engineering experience
1+ years of working ML experience
Interest in the State of the Art LLM-based solutions
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 building a future for themselves and Snowflake.
How do you want to make your impact?
For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com
