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 Staff Designated 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 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