Staff Designated Support Engineer

Навыки

• AWS
• Azure
• BI-инструменты
• Customer Success
• Отладка и поиск ошибок
• DNS / DHCP
• ETL / ELT

О компании и продукте

• 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. Snowflake Support is committed to providing world-class solutions that inspire customer confidence and ensure business continuity. The DSE is a trusted technical partner to our Priority Support customers with a strong AI-first mindset, customer management skills & technical acumen. The role will lead the drive to reinvent and transform Priority Support into a deeply engaged, proactive offering that delivers high value throughout the customer’s post-go-live journey

Задачи

• AS A DESIGNATED SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL IMPACT AND CONTRIBUTE TO THE SUCCESS OF OUR CUSTOMERS
• Design, review and execute use cases with customer context to align with Snowflake best practices, product features and functionality
• Provide guidance on how to resolve customer-specific technical challenges
• Collaborate with Product Management, Engineering, and Marketing to continuously improve Snowflake’s product and service offerings to drive customer experience
• Drive customer experience across the following
• Own release readiness for priority support customers, lead disaster recovery drills & provide hands-on migration support
• Drive Issue resolution and high case quality - partner with internal team to drive effective resolution and RCAs
• Provide customer context and be the customer advocate
• Establish regular touchpoints with customers to provide technical and executive-level updates across all reported issues
• Be available on-call as needed for customer success
• Develop a deep understanding of each customer's product integration architecture, workloads, and business objectives to deliver contextually relevant guidance
• Design, review, and execute use cases aligned to Snowflake best practices, product features, and functionality — translating technical capabilities into customer outcomes
• Monitor, analyze, and deliver actionable recommendations for query performance optimization, with a focus on preventing recurring issues
• Analyze warehouse configuration and utilization, and implement cost optimization recommendations in close partnership with customers
• Own release readiness for priority support customers, lead disaster recovery drills, and provide hands-on migration support
• Drive high-quality issue resolution and root cause analyses — serving as the internal customer advocate to ensure effective, timely outcomes
• Establish regular executive and technical touchpoints with customers to provide updates across all active issues and share forward-looking guidance
• Partner cross-functionally with Product Management, Engineering, and Marketing to surface customer insights that improve Snowflake's products and services
• OUR IDEAL DESIGNATED SUPPORT ENGINEER WILL HAVE

Требования

• The DSE role blends deep technical expertise with account engagement and service delivery
• The DSE provides hands-on engagement to bridge complex business problems with Snowflake’s technology solutions
• The DSE partners with the customer and internal Snowflake teams to drive quick resolution of reported issues, with a focus on future case deflection and WAF principles that ultimately strengthen customer trust in Snowflake
• Provide hands-on support for customer needs following Snowflake deployment - from quick start consultations, to issue resolutions, account health monitoring and critical event support
• Deep understanding of the customer's product integration architecture and workloads
• Query performance & optimization - Monitor, review and provide actionable, hands-on support to optimize query performance and prevent recurring issues
• Cost Optimization opportunities - Analyze the customer’s warehouse configuration and utilization, implement recommendations in partnership with the customer
• System Integration - Work with System Integrator consultants at a deep technical level to successfully position and deploy Snowflake in customer environments
• Serve as a dedicated technical partner to Priority Support customers — providing hands-on support from quick-start consultations and issue resolution to account health monitoring and critical event response
• 7+ years of experience in Technical Support, Solutions Architecture, Data Engineering, or a similar customer-facing technical role
• Bachelor's or Master's degree in Computer Science, MIS, or a related field — or equivalent experience
• Proven success managing enterprise customer relationships as a trusted technical advisor, including communicating and influencing across technical and executive audiences
• Advanced SQL expertise, including query debugging, optimization, window functions, and performance tuning
• Strong RDBMS fundamentals: data types, aggregations, execution plans, workload management, and database performance
• Hands-on experience with distributed or MPP (massively parallel processing) database platforms
• Experience with ETL/ELT tools and BI/analytics platforms (e.g., AWS Glue, Azure Data Factory, Informatica, Matillion, Fivetran, Tableau)
• Experience working with large-scale infrastructure-as-a-service platforms (AWS, Azure, GCP)
• AI fluency: demonstrated ability to use AI-assisted workflows for triage, analysis, and response drafting — including critically validating outputs and knowing when to escalate to manual investigation
• High emotional intelligence (EQ), empathy, and strong customer advocacy skills, with adaptability to thrive in a fast-moving, dynamic environment
• Solid understanding of internet fundamentals — TCP/IP, HTTP/S, SFTP, DNS — and ability to use diagnostic tools to troubleshoot connectivity issues

Будет плюсом

• FOR THE FOLLOWING
• Experience with DevOps or DataOps tooling such as Git, Jenkins, or Terraform
• Hands-on experience troubleshooting database connectivity (drivers, connectors, client software) and cloud data migrations
• Experience with one or more of: Python, Java, JavaScript, Scala, or Spark
• Familiarity with common BI and data exploration tools (Power BI, Tableau, MicroStrategy, Business Objects)
• WHY JOIN OUR SUPPORT TEAM AT SNOWFLAKE?
• As Snowflake's customers grow in scale and sophistication, the DSE role sits at the center of what keeps them confident in their investment
• You'll work at the intersection of deep technical problem-solving and high-trust customer relationships — shaping not just case outcomes but the overall experience customers have with Snowflake post-deployment
• This is a role for someone who wants real ownership: over customer relationships, over technical quality, and over the evolution of what Priority Support means at Snowflake
• You'll work closely with Engineering, Product, and Customer Success, with direct visibility into how your work drives platform adoption and customer loyalty at some of the world's most data-intensive companies
• 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 http://careers.snowflake.com

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