Staff Designated Support Engineer

You Will

• Operate as the primary point of contact for assigned customers on service delivery issues

• Partner 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 inefficiencies

  • Warehouse configuration and utilization, highlighting opportunities for cost optimization and performance improvements

  • User and account setup, with observations that reinforce Snowflake best practices for security, governance, and account health

• Partner 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 insights

• Advocate for customer priorities in account reviews and collaborate closely with internal teams to ensure issues are prioritized and understood

• Drive technical advocacy between customers and product/engineering teams, ensuring issues are well-understood and prioritized

• 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 to ensure customer business continuity

• Identify patterns, propose solutions, and drive global initiatives to improve product quality and customer experience

• Lead knowledge-sharing and training sessions for peers and customer teams to deepen understanding of Snowflake and data warehousing fundamentals

• Provide coverage during holidays and weekends as required by business needs

Nice 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, GO

• Experience with Libraries/Frameworks such as Pandas, SciPy, TensorFlow, etc.

• Experience supporting applications running on either Amazon AWS or MS Azure

• Troubleshooting 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, HTTP/S, 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 concepts

• Additional European languages are a plus

Snowflake 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.com