​Snowflake is seeking a Designated Support Engineer (DSE) to join the Priority Support team. The DSE serves as the primary technical point of contact and expert consultant for assigned customers, ensuring their effective and optimal use of the Snowflake AI Data Cloud. This role involves proactive problem management, executive technical communication, and acting as the voice of the customer to Snowflake’s Product and Engineering teams.

• ​Location: Remote, New York, United States.
• ​Experience: 8+ years experience in a Technical Support environment or a similar technical, customer-facing role. Strong experience with enterprise-level support is required.
• ​Availability: Must be flexible with schedule changes, provide support coverage during holidays and weekends (on-call rotation), and adhere to Pacific Time zone working hours (implied by typical tech support needs).
• ​Focus: Dedicated technical advocacy for 1+ customer accounts, complex SQL and RDBMS debugging, performance tuning, and driving technical solutions between customers and internal engineering teams.

​You Will: Technical Advocacy and Account Management

​The DSE is deeply embedded in the customer’s success and architecture.

• ​Customer Relationship: Manage multiple designated accounts, establishing regular touchpoints for critical issues. Provide executive-level technical briefings and lead problem-solving sessions.
• ​Technical Deep Dive: Maintain deep knowledge of assigned accounts’ architecture and use cases. Utilize the Snowflake environment, connectors, and 3rd party software to investigate issues.
• ​SLA and Escalation: Adhere to strict response and resolution SLAs and escalation processes to exceed customer expectations.
• ​Product Liaison: Report well-documented bugs and feature requests to Engineering and work toward resolution. Proactively identify recommendations and lead initiatives to improve product quality and customer experience.
• ​Team Collaboration: Work closely with Technical Account Managers (TAMs) and attend weekly account reviews.

​Ideal Qualifications: Data Warehousing and Cloud Expertise

• ​RDBMS & SQL Mastery: Strong knowledge of RDBMS, SQL data types, aggregations, and analytical functions. Ability to debug, rewrite, and troubleshoot complex SQL queries.
• ​Performance Analysis: Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations. Experience with RDBMS workload management.
• ​Cloud & ETL/ELT: Experience with any of the major cloud service provider’s ecosystem. Familiarity with ETL/ELT and reporting tools (e.g., AWS Glue, Informatica, Tableau, Matillion). Database migration experience is a plus.
• ​Debugging & Connectivity: Ability to interpret systems performance metrics (CPU, I/O, Network stats). Experience troubleshooting database connectivity issues (client software, drivers/connectors).
• ​Soft Skills: Excellent writing and communication skills, ability to train team members on data warehousing fundamentals, and comfort working across global teams.