Designated Support Engineer, Snowflake

• Applicants should be flexible with schedule changes to meet business needs
• Strong experience with enterprise-level support is required for this role
• Bachelor’s or Master’s degree in Computer Science or equivalent discipline
• 8+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
• Excellent writing and communication skills in English with attention to detail
• Ability to work in a highly collaborative environment across global teams with a good understanding of sales cycle concepts
• Ability to train team members on data warehousing fundamentals and concepts
• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions
• Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions
• Familiarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR etc
• Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement
• Good understanding of database query lifecycle and internal join processing
• Database migration and ETL experience
• Scripting/coding experience in any programming language
• Familiarity with semi-structured data
• Experience in RDBMS workload management and database performance
• Experience with any of the major cloud service provider’s ecosystem
• Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
• Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
• Understanding of database patch and release management
• NICE TO HAVE:

Desirable

• Snowflake’s Priority Support team is expanding
• We are looking for a Designated Support Engineer
• As a Designated Support Engineer, your role is to delight your designated customer(s) with your passion and knowledge of Snowflake AI Data Cloud
• Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake
• You will be the voice of the customer to Snowflake’s product and engineering teams for product feedback and improvements
• You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements
• You will be assigned to work with one or more Snowflake Priority Support customers
• You will develop a strong understanding of the customer’s use cases and how they leverage the Snowflake platform
• You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation
• You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience
• Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management
• Have the ability to handle multiple designated accounts, depending on their size
• Establish regular touchpoints with customers for critical issues, provide executive-level technical briefings, drive technical advocacy between customers and product teams, and lead problem-solving sessions for complex technical challenges
• Work closely with the Technical Account Managers and support the Account Team by attending weekly account reviews for your designated customers
• Maintain deep knowledge of assigned accounts' architecture and use cases
• Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectations
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
• Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution
• Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
• ​​Provide support coverage during holidays and weekends based on business needs
• Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally

• The application window is expected to be open until December 6, 2025. This opportunity will remain posted based on business needs, which may be before or after the specified date