Staff Designated Support Engineer

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. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. Snowflake Support is committed to providing world-class solutions that inspire customer confidence and ensure business continuity. The DSE is a trusted technical partner to our Priority Support customers with a strong AI-first mindset, customer management skills & technical acumen. The role will lead the drive to reinvent and transform Priority Support into a deeply engaged, proactive offering that delivers high value throughout the customer’s post-go-live journey. The DSE role blends deep technical expertise with account engagement and service delivery. The DSE provides hands-on engagement to bridge complex business problems with Snowflake’s technology solutions. The DSE partners with the customer and internal Snowflake teams to drive quick resolution of reported issues, with a focus on future case deflection and WAF principles that ultimately strengthen customer trust in Snowflake. AS A DESIGNATED SUPPORT ENGINEER AT SNOWFLAKE, YOU WILL IMPACT AND CONTRIBUTE TO THE SUCCESS OF OUR CUSTOMERS: - Provide hands-on support for customer needs following Snowflake deployment - from quick start consultations, to issue resolutions, account health monitoring and critical event support.

• Deep understanding of the customer's product integration architecture and workloads.
• Design, review and execute use cases with customer context to align with Snowflake best practices, product features and functionality.
• Provide guidance on how to resolve customer-specific technical challenges - Collaborate with Product Management, Engineering, and Marketing to continuously improve Snowflake’s product and service offerings to drive customer experience.
• Drive customer experience across the following: - Query performance & optimization - Monitor, review and provide actionable, hands-on support to optimize query performance and prevent recurring issues.
• Cost Optimization opportunities - Analyze the customer’s warehouse configuration and utilization, implement recommendations in partnership with the customer.
• System Integration - Work with System Integrator consultants at a deep technical level to successfully position and deploy Snowflake in customer environments - Own release readiness for priority support customers, lead disaster recovery drills & provide hands-on migration support.
• Drive Issue resolution and high case quality - partner with internal team to drive effective resolution and RCAs.

• Establish regular touchpoints with customers to provide technical and executive-level updates across all reported issues.
• Be available on-call as needed for customer success.
• Serve as a dedicated technical partner to Priority Support customers — providing hands-on support from quick-start consultations and issue resolution to account health monitoring and critical event response - Develop a deep understanding of each customer's product integration architecture, workloads, and business objectives to deliver contextually relevant guidance - Design, review, and execute use cases aligned to Snowflake best practices, product features, and functionality — translating technical capabilities into customer outcomes - Monitor, analyze, and deliver actionable recommendations for query performance optimization, with a focus on preventing recurring issues - Analyze warehouse configuration and utilization, and implement cost optimization recommendations in close partnership with customers - Own release readiness for priority support customers, lead disaster recovery drills, and provide hands-on migration support - Drive high-quality issue resolution and root cause analyses — serving as the internal customer advocate to ensure effective, timely outcomes - Establish regular executive and technical touchpoints with customers to provide updates across all active issues and share forward-looking guidance - Partner cross-functionally with Product Management, Engineering, and Marketing to surface customer insights that improve Snowflake's products and services - Apply AI-powered tooling and workflows to triage, log analysis, response drafting, and trend detection — validating outputs and escalating to manual investigation where appropriate OUR IDEAL DESIGNATED SUPPORT ENGINEER WILL HAVE: - 7+ years of experience in Technical Support, Solutions Architecture, Data Engineering, or a similar customer-facing technical role - Bachelor's or Master's degree in Computer Science, MIS, or a related field — or equivalent experience - Proven success managing enterprise customer relationships as a trusted technical advisor, including communicating and influencing across technical and executive audiences - Advanced SQL expertise, including query debugging, optimization, window functions, and performance tuning - Strong RDBMS fundamentals: data types, aggregations, execution plans, workload management, and database performance - Hands-on experience with distributed or MPP (massively parallel processing) database platforms - Experience with ETL/ELT tools and BI/analytics platforms (e.g., AWS Glue, Azure Data Factory, Informatica, Matillion, Fivetran, Tableau) - Experience working with large-scale infrastructure-as-a-service platforms (AWS, Azure, GCP) - AI fluency: demonstrated ability to use AI-assisted workflows for triage, analysis, and response drafting — including critically validating outputs and knowing when to escalate to manual investigation - High emotional intelligence (EQ), empathy, and strong customer advocacy skills, with adaptability to thrive in a fast-moving, dynamic environment BONUS POINTS FOR THE FOLLOWING: - Experience with DevOps or DataOps tooling such as Git, Jenkins, or Terraform - Hands-on experience troubleshooting database connectivity (drivers, connectors, client software) and cloud data migrations - Solid understanding of internet fundamentals — TCP/IP, HTTP/S, SFTP, DNS — and ability to use diagnostic tools to troubleshoot connectivity issues - Experience with one or more of: Python, Java, JavaScript, Scala, or Spark - Familiarity with common BI and data exploration tools (Power BI, Tableau, MicroStrategy, Business Objects) WHY JOIN OUR SUPPORT TEAM AT SNOWFLAKE?

• Build a mini‑project on a free Snowflake trial: load a sample dataset, write complex SQL queries, and automate a troubleshooting script using Python or Snowpark; include the repo link and a 2‑minute video walkthrough in your résumé to prove hands‑on familiarity with Snowflake’s platform and AI‑enhanced data pipelines.
• Prepare a “support case study” for the interview: choose a real‑world incident (e.g., a performance degradation in a cloud data warehouse), outline the steps you took to diagnose, the AI/ML tools you leveraged (such as Snowflake’s native AI functions or external LLMs), the resolution timeline, and measurable outcomes (e.g., 30 % query‑time reduction). Bring this as a concise slide deck.
• Highlight low‑ego, experimental mindset by sharing a brief “failure‑to‑success” story where you rapidly prototyped an emerging technology (e.g., using LLM‑driven log analysis) and iterated based on feedback; interviewers at Snowflake value evidence of rapid testing and learning over perfect execution.
• Tailor your technical interview prep to Snowflake’s core tools: practice writing optimized SnowSQL, demonstrate knowledge of virtual warehouses, data sharing, and role‑based security; also be ready to discuss how you’d integrate AI assistants into support workflows to improve ticket triage and resolution speed.
• When discussing compensation, reference Snowflake’s 2024 total‑target‑compensation ranges for Staff engineers (base + equity) published on sites like Levels.fyi; articulate your expected OTE based on your proven impact metrics (e.g., average ticket‑resolution time cut by X %) and negotiate for a higher equity grant tied to performance milestones.