Delight your designated customer(s) with your passion and knowledge of Snowflake AI Data Cloud
Develop a strong understanding of the customer’s use cases and how they leverage the Snowflake platform
Deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation
Establish regular touchpoints with customers for critical issues
Provide executive-level technical briefings and drive technical advocacy between customers and product teams
Lead problem-solving sessions for complex technical challenges
Maintain deep knowledge of assigned accounts' architecture and use cases
Adhere to response and resolution SLAs and escalation processes
Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution
Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
Provide support coverage during holidays and weekends based on business needs
Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally

Bachelor’s or Master’s degree in Computer Science or equivalent discipline
8+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
Excellent writing and communication skills in English with attention to detail
Ability to work in a highly collaborative environment across global teams with a good understanding of sales cycle concepts
Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions
Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions
Strong experience with enterprise-level support is required for this role
Familiarity with at least one ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR, etc.
Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement
Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
Database migration and ETL experience

Staff Designated Support Engineer

Key skills