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.
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.
Responsibilities:
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.
Key Responsibilities:
- 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
- Surface insights and enable productive discussions in areas such as query performance, warehouse configuration, and user and account setup
- 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
- Advocate for customer priorities in account reviews and collaborate closely with internal teams
- Drive technical advocacy between customers and product/engineering teams
- Lead problem-solving sessions for complex technical challenges
- Maintain deep knowledge of assigned accounts’ architecture, use cases, and critical success factors
- Adhere to response and resolution SLAs and escalation processes
- 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
- Provide coverage during holidays and weekends as required by business needs
Requirements:
- 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
- High emotional intelligence (EQ), empathy, and customer advocacy skills
- Experience with Data Warehousing, Database migration, and ETL
- Experience working with a distributed database
- Advanced SQL expertise
- Strong RDBMS knowledge
- Experience with data integration and analytics
- Familiarity with semi-structured data and scripting/coding in at least one programming language
- Knowledge of at least one major cloud ecosystem
- Hands-on experience troubleshooting database connectivity and cloud data migrations
- Proven ability to collaborate across global teams
- Experience mentoring or training peers on data warehousing and cloud fundamentals
- Adaptability, flexibility, and eagerness to learn quickly in a dynamic environment