Staff Designated Support Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Offer hands-on assistance for customer requirements after Snowflake deployment, ranging from quick start consultations to issue resolution, account health monitoring, and support during critical events.

• Possess a thorough understanding of the customer's product integration architecture and workloads.

• Design, review, and execute use cases tailored to the customer context, ensuring alignment with Snowflake's best practices, product features, and functionality.

• Provide direction on resolving customer-specific technical challenges.

• Work collaboratively with Product Management, Engineering, and Marketing to continually enhance Snowflake’s products and services, improving customer experience.

• Enhance customer experience by focusing on query performance and optimization—monitor, review, and deliver actionable, hands-on support to optimize query performance and avoid recurring issues.

• Identify cost optimization opportunities by analyzing the customer’s warehouse configuration and utilization, implementing recommendations in collaboration with the customer.

• Collaborate with System Integrator consultants at a detailed technical level to effectively position and deploy Snowflake in customer environments.

• Manage release readiness for priority support customers, lead disaster recovery drills, and offer hands-on migration assistance.

• Ensure effective issue resolution and high-quality case management—partner with internal teams to achieve timely resolutions and root cause analyses while acting as the customer advocate.

• Establish regular communication with customers to provide technical and executive-level updates on all reported issues.

• Be available for on-call support as necessary to ensure customer success.

• Act as a dedicated technical partner for Priority Support customers, delivering hands-on assistance from quick-start consultations to issue resolution, account health monitoring, and critical event response.

• Develop a comprehensive understanding of each customer's product integration architecture, workloads, and business goals to offer contextually relevant guidance.

• Monitor, analyze, and provide actionable recommendations for optimizing query performance, focusing on preventing recurring issues.

• Evaluate warehouse configuration and utilization, implementing cost optimization suggestions in close collaboration with customers.

• Take ownership of release readiness for priority support customers, lead disaster recovery drills, and provide hands-on migration support.

• Drive high-quality issue resolution and root cause analysis, serving as the internal advocate for customers to ensure effective and timely outcomes.

• Set up regular executive and technical communication with customers to provide updates on all active issues and share future guidance.

• Collaborate cross-functionally with Product Management, Engineering, and Marketing to surface customer insights that enhance Snowflake's products and services.

• Utilize AI-powered tools and workflows for triage, log analysis, response drafting, and trend detection—validating outputs and escalating to manual investigation when necessary.

⛳️ Requirements

• Over 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 track record in managing enterprise customer relationships as a trusted technical advisor, effectively communicating and influencing both technical and executive audiences.

• Advanced SQL skills, including query debugging, optimization, window functions, and performance tuning.

• Strong foundational knowledge of RDBMS concepts: data types, aggregations, execution plans, workload management, and database performance.

• Practical 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).

• Background working with large-scale infrastructure-as-a-service platforms (AWS, Azure, GCP).

• AI fluency: ability to utilize AI-assisted workflows for triage, analysis, and response drafting—capable of critically validating outputs and knowing when to escalate for manual investigation.

• High emotional intelligence (EQ), empathy, and strong customer advocacy skills, along with adaptability to thrive in a fast-paced, dynamic environment.

🏝️ Benefits

• n/a