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. Provide customer context and be the customer advocate. - 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: