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.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 their 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.SPECIAL REQUIREMENT:Applicants should be flexible with schedule changes to meet business needsStrong experience with enterprise-level support is required for this roleYOU WILL:Have the ability to handle multiple designated accounts, depending on their sizeEstablish 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 challengesWork closely with the Technical Account Managers and support the Account Team by attending weekly account reviews for your designated customersMaintain deep knowledge of assigned accounts' architecture and use casesAdhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectationsUtilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issuesReport well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolutionProactively identify recommendations and lead global initiatives to improve product quality and customer experience​​Provide support coverage during holidays and weekends based on business needsWork within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionallyOUR IDEAL DESIGNATED SUPPORT ENGINEER WILL HAVE:Bachelor’s or Master’s degree in Computer Science or equivalent discipline8+ years experience in a Technical Support environment or a similar technical function in a customer-facing roleExcellent writing and communication skills in English with attention to detailAbility to work in a highly collaborative environment across global teams with a good understanding of sales cycle conceptsAbility to train team members on data warehousing fundamentals and conceptsAbility to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutionsStrong knowledge of RDBMS, SQL data types, aggregati ... (truncated, view full listing at source)