Staff Designated Support Engineer

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. 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. 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. AS A DESIGNATED SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL IMPACT AND CONTRIBUTE TO THE SUCCESS OF OUR CUSTOMERS: - 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. - 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: - 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 - 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. - 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 - 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 - Apply AI-powered tooling and workflows to triage, log analysis, response drafting, and trend detection — validating outputs and escalating to manual investigation where appropriate OUR IDEAL DESIGNATED SUPPORT ENGINEER WILL HAVE: - 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 BONUS POINTS 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 - Solid understanding of internet fundamentals — TCP/IP, HTTP/S, SFTP, DNS — and ability to use diagnostic tools to troubleshoot connectivity issues - 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