Staff Designated Support Engineer

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

📋 Description

• Deliver hands-on assistance for customer needs post-Snowflake deployment, including quick start consultations, issue resolution, account health monitoring, and critical event support.

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

• Design, assess, and implement use cases that align with Snowflake’s best practices, product features, and functionalities.

• Offer guidance on addressing customer-specific technical issues.

• Collaborate with Product Management, Engineering, and Marketing teams to enhance Snowflake’s product and service offerings, thereby improving customer experience.

• Enhance customer experience by optimizing Query performance; monitor, analyze, and provide actionable support to improve query performance and avert recurring issues.

• Identify cost optimization opportunities by analyzing the customer's warehouse configuration and utilization, and implement recommendations in partnership with the customer.

• Engage with System Integrator consultants at a deep technical level to effectively position and deploy Snowflake within customer environments.

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

• Ensure timely issue resolution and maintain high case quality by working closely with internal teams; provide customer context and advocate for their needs.

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

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

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

• Develop an in-depth understanding of each customer's product integration architecture, workloads, and business goals to provide relevant guidance.

• Design, evaluate, and execute use cases that adhere to Snowflake’s best practices and product features, translating technical capabilities into customer success.

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

• Analyze warehouse configurations and utilization, implementing cost optimization strategies in close collaboration with customers.

• Lead release readiness for priority support customers, conduct disaster recovery drills, and provide hands-on migration assistance.

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

• Schedule regular executive and technical meetings with customers to provide updates on all active issues and share future guidance.

• Work cross-functionally with Product Management, Engineering, and Marketing to gather customer insights that will 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 position.

• Bachelor's or Master's degree in Computer Science, Management Information Systems, or a related field, or equivalent experience.

• Proven track record of managing enterprise customer relationships as a trusted technical advisor, with the ability to communicate and influence both technical and executive audiences.

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

• Strong understanding of RDBMS fundamentals such as data types, aggregations, execution plans, workload management, and database performance.

• Practical experience with distributed or MPP (massively parallel processing) database platforms.

• Familiarity with ETL/ELT tools and BI/analytics platforms (e.g., AWS Glue, Azure Data Factory, Informatica, Matillion, Fivetran, Tableau).

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

• Proficient in AI applications: demonstrated capability to utilize AI-assisted workflows for triage, analysis, and response drafting, including validating outputs and knowing when to escalate to manual investigation.

• High emotional intelligence (EQ), empathy, and strong customer advocacy abilities, with the adaptability required to succeed in a fast-paced, dynamic environment.

🏝️ Benefits

• Medical, dental, vision, life, and disability insurance.

• 401(k) retirement plan.

• Flexible spending and health savings account.

• At least 12 paid holidays.

• Paid time off.

• Parental leave.

• Employee assistance program.

• Additional company benefits.