Staff Designated Support Engineer, Snowflake

• Bachelor’s or Master’s degree in Computer Science, MIS, or equivalent discipline
• 8+ years of experience in Technical Support, Customer Success, or similar customer-facing technical role
• Proven success in managing enterprise customer relationships and acting as a trusted technical advisor
• Strong communication and writing skills in English, with the ability to simplify complex concepts for technical, non-technical, and executive audiences
• High emotional intelligence (EQ), empathy, and customer advocacy skills, with the ability to influence outcomes across internal and external stakeholders
• Experience with Data Warehousing, Database migration, and ETL
• Experience working with a distributed database i.e., big data and/or MPP (massively parallel processing) databases
• Advanced SQL expertise, including debugging, query optimization, window functions, and performance tuning
• Strong RDBMS knowledge (data types, aggregations, execution plans, workload management, database performance)
• Experience with data integration and analytics: ETL/ELT and reporting tools (e.g., AWS Glue, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran)
• Familiarity with semi-structured data (JSON, Avro, Parquet) and scripting/coding in at least one programming language
• Knowledge of at least one major cloud ecosystem (AWS, Azure, GCP), including infrastructure, networking, and performance metrics (CPU, I/O, RAM, Network)
• Hands-on experience troubleshooting database connectivity (drivers, connectors, client software) and cloud data migrations
• Proven ability to collaborate across global teams, with an understanding of enterprise sales cycles and support processes
• Experience mentoring or training peers on data warehousing and cloud fundamentals
• Adaptability, flexibility, and eagerness to learn quickly in a dynamic environment

Desirable

• Snowflake Support is committed to providing world-class resolutions that inspire customer confidence and ensure business continuity. The Staff Designated Support Engineer (DSE) is a trusted technical partner to our Priority Support customers. This role blends deep technical expertise with proactive account engagement, ensuring issues are resolved quickly while strengthening customer trust in Snowflake
• You will be assigned to multiple Priority Support customers where your goal will be building strong relationships, in-depth knowledge of their architecture, use cases, and business priorities (“know your customer”)
• Rather than directly owning the majority of cases, you will be deeply involved in case progression and influence, ensuring that all Snowflake teams engaged understand your customer’s specifics and that issues move forward with clarity and context
• You will deliver exceptional service by surfacing trends, consolidating related issues, and providing actionable insights, enabling customers to achieve the highest levels of continuity and performance from their Snowflake implementation. You will act as the connective tissue between Snowflake teams and the customer, making sure issues move forward with clarity and context
• Operate as the primary point of contact for assigned customers on service delivery issues
• Partner with support and account teams to drive the day-to-day progression of support cases, incidents, and escalations for assigned customers, ensuring issues move toward resolution and that key “know your customer” context is clearly understood and applied
• DSEs collaborate closely with the account team and customer to surface insights and enable productive discussions in areas such as:
• Query performance in production workloads, including findings and recommendations to improve performance, prevent recurring issues, and reduce inefficiencies
• Warehouse configuration and utilization, highlighting opportunities for cost optimization and performance improvements
• User and account setup, with observations that reinforce Snowflake best practices for security, governance, and account health
• Partner with customers to identify trends and complex production issues, ensure high case quality, and deliver well-documented root cause analyses (RCAs)
• Establish regular touchpoints with customers to provide technical and executive-level updates, including performance and health insights
• Advocate for customer priorities in account reviews and collaborate closely with internal teams to ensure issues are prioritized and understood
• Drive technical advocacy between customers and product/engineering teams, ensuring issues are well-understood and prioritized
• Lead problem-solving sessions for complex technical challenges, coordinating across Support, Engineering, and Cloud Operations
• Maintain deep knowledge of assigned accounts’ architecture, use cases, and critical success factors
• Adhere to response and resolution SLAs and escalation processes to ensure customer business continuity
• Identify patterns, propose solutions, and drive global initiatives to improve product quality and customer experience
• Lead knowledge-sharing and training sessions for peers and customer teams to deepen understanding of Snowflake and data warehousing fundamentals
• Provide coverage during holidays and weekends as required by business needs