Designated Support Engineer

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level.

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections.

Snowflake’s Priority Support team is expanding! We are looking for a Designated Support Engineer
. As a Designated Support Engineer
, your role is to delight your designated customer(s) with your passion and knowledge of Snowflake AI Data Cloud. Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake. You will be the voice of the customer to Snowflake’s product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements.

You will be assigned to work with one or more Snowflake Priority Support customers. You will develop a strong understanding of the customer’s use cases and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from your Snowflake implementation. You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience.

Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management.

• Applicants should be flexible with schedule changes to meet business needs
• Strong experience with enterprise-level support is required for this role

• Have the ability to handle multiple designated accounts, depending on their size
• Establish regular touchpoints with customers for critical issues, provide executive-level technical briefings, drive technical advocacy between customers and product teams, and lead problem-solving sessions for complex technical challenges
• Work closely with the Technical Account Managers and support the Account Team by attending weekly account reviews for your designated customers
• Maintain deep knowledge of assigned accounts’ architecture and use cases
• Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectations
• Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
• Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution
• Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
• Provide support coverage during holidays and weekends based on business needs
• Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally

• Bachelor’s or Master’s degree in Computer Science or equivalent discipline
• 8+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
• Excellent writing and communication skills in English with attention to detail
• Ability to work in a highly collaborative environment across global teams with a good understanding of sales cycle concepts
• Ability to train team members on data warehousing fundamentals and concepts
• Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions
• Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions
• Familiarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory,…