You Will
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
Our Ideal Designated Support Engineer Will Have
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
Nice to Have
Experience with CI/CD platforms and tools such as Terraform, Azure DevOps, Jenkins, etc.
Scripting/coding experience in any of the following: .NET, JavaScript, R, GO
Experience with Libraries/Frameworks such as Pandas, SciPy, TensorFlow, etc.
Experience supporting applications running on either Amazon AWS or MS Azure
Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)
Proficient in the technical fundamentals of the internet, with strong knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS, as well as the skills to use diagnostic tools for troubleshooting connectivity issues.
Experience with virtualization and Container solutions (VMware, Docker, Virtualbox, Kubernetes, etc.)
Understanding of cloud computing network and security concepts
Additional European languages are a plus
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
