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Snowflake is seeking a Staff Designated Support Engineer (DSE) to serve as a trusted technical partner to Priority Support customers. This is a high-impact individual contributor role that blends deep technical expertise with proactive account engagement, ensuring issues are resolved quickly while strengthening customer relationships and confidence in Snowflake's platform.
In this role, you will be assigned to multiple Priority Support customers with the primary goal of building strong relationships and in-depth knowledge of their architecture, use cases, and business priorities. Rather than directly owning the majority of cases, you will be deeply involved in case progression and influence, ensuring all Snowflake teams engaged understand customer specifics and that issues move forward with clarity and context. You will act as the connective tissue between Snowflake teams and customers.
Key Responsibilities:
- Serve as the primary point of contact for assigned customers on service delivery issues
- Partner with support and account teams to drive day-to-day progression of support cases, incidents, and escalations
- Collaborate on query performance optimization, warehouse configuration and cost optimization, and user/account setup aligned with Snowflake best practices
- Partner with customers to identify trends and complex production issues, delivering well-documented root cause analyses (RCAs)
- Establish regular touchpoints with customers to provide technical and executive-level updates on performance and health insights
- Advocate for customer priorities in account reviews and collaborate with internal teams to ensure issues are prioritized
- Drive technical advocacy between customers and product/engineering teams
- 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
- Identify patterns and drive global initiatives to improve product quality and customer experience
- Lead knowledge-sharing and training sessions for peers and customer teams
- Provide coverage during holidays and weekends as required
Requirements:
- 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 managing enterprise customer relationships and acting as a trusted technical advisor
- Strong communication and writing skills in English, with ability to simplify complex concepts for technical, non-technical, and executive audiences
- High emotional intelligence (EQ), empathy, and customer advocacy skills
- Experience with Data Warehousing, Database migration, and ETL
- Experience with distributed databases (big data and/or MPP 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 tools (ETL/ELT and reporting tools such as 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
- Hands-on experience troubleshooting database connectivity and cloud data migrations
- Proven ability to collaborate across global teams with 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 in dynamic environments
Nice to Have:
- Experience with CI/CD platforms (Terraform, Azure DevOps, Jenkins)
- Scripting/coding in .NET, JavaScript, R, or GO
- Experience with libraries/frameworks (Pandas, SciPy, TensorFlow)
- Experience supporting applications on AWS or MS Azure
- Troubleshooting skills across Windows, Mac, and *Nix operating systems
- Proficiency in internet protocols (TCP/IP, HTTP/S, SFTP, DNS) and diagnostic tools
- Experience with virtualization and container solutions (VMware, Docker, Kubernetes)
- Understanding of cloud computing network and security concepts
