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 resolutions that inspire customer confidence and ensure business continuity. The StaffDesignated 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 advisorStrong communication and writing skills in English, with the ability to simplify complex concepts for technical, non-technical, and executive audiencesHigh emotional intelligence (EQ), empathy, and customer advocacy skills, with the ability to influence outcomes across internal and external stakeholdersExperience with Data Warehousing, Database migration, and ETLExperience working with a distributed database i.e., big data and/or MPP (massively parallel processing) databases.Advanced SQL expertise, including debugging, query optimization, window functions, and performance tuningStrong RDBMS knowledge (data types, aggregations, execution plans, workload management, database performance)Experience with data integration and analytics: ETL/ELT and reporting tools (e.g., 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 languageKnowledge of at least one major cloud ecosystem (AWS, Azure, GCP), including infrastructure, networking, and performance metrics (CPU, I/O, RAM, Network)Hands-on experience troubleshooting database connectivity (drivers, connectors, client software) and cloud data migrationsProven ability to collaborate across global teams, with an understanding of enterprise sales cycles and support processesExperience mentoring or training peers on data warehousing and cloud fundamentalsAdaptability, flexibility, and eagerness to learn quickly in a dynamic environmentNice to Have:Experience with CI/CD platforms and tools such as Terraform, Azure DevOps, Jenkins, etc.Scripting/coding experience in any of the following: .NET, JavaScript, R, GOExperience with Libraries/Frameworks such as Pandas, SciPy, TensorFlow, etc.Experience supporting applications running on either Amazon AWS or MS AzureTroubleshooting skills on a variety of operating systems (Windows, Mac, *Nix)Proficient in the technical fundamentals of the internet, with strong knowledge of internet protocols such as TCP/IP, SFTP, and DNS, as well as the skills to use diagnostic tools for troubleshooting connectivity issues.Experience with virtualization and Container solutions (VMware, Docker, Virtualbox, Kubernetes, etc.)Understanding of cloud computing network and security conceptsSnowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.How do you want to make your impact?For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.comLocationIE-Dublin-WW; NL-AmsterdamEmployment TypeFull timeLocation TypeHybridDepartmentGlobal Support