Staff 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.Staff Designated Support EngineerSnowflake 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. This role blends deep technical expertise with proactive account engagement, ensuring issues are resolved quickly while strengthening customer trust in Snowflake.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. You will deliver exceptional service by surfacing trends, consolidating related issues, and providing actionable insights, enabling customers to achieve the highest levels of continuity and performance from their Snowflake implementation. You will act as the connective tissue between Snowflake teams and the customer, making sure issues move forward with clarity and context.You Will:Operate as the primary point of contact for assigned customers on service delivery issuesPartner 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 inefficienciesWarehouse configuration and utilization, highlighting opportunities for cost optimization and performance improvementsUser and account setup, with observations that reinforce Snowflake best practices for security, governance, and account healthPartner 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 insightsAdvocate for customer priorities in account reviews and collaborate closely with internal teams to ensure issues are prioritized and understoodDrive technical advocacy between customers and product/engineering teams, ensuring issues are well-understood and prioritizedLead problem-solving sessions for complex technical challenges, coordinating across Support, Engineering, and Cloud OperationsMaintain deep knowledge of assigned accounts’ architecture, use cases, and critical success factorsAdhere to response and resolution SLAs and escalation processes to ensure customer business continuityIdentify patterns, propose solutions, and drive global initiatives to improve product quality and customer experienceLead knowledge-sharing and training sessions for peers and customer teams to deepen understanding of Snowflake and data warehousing fundamentalsProvide coverage during holidays and weekends as required by business needsOur Ideal Designated Support Engineer Will Have:Bachelor’s or Master’s degree in Computer Science, MIS, or equivalent discipline8+ years of experience in Technical Support, Customer Success, or similar customer-facing technical roleProven success in managing enterprise customer relationships and acting as a trusted technical advisorSt ... (truncated, view full listing at source)