Technical Support Engineer II – German Speaking
Docusign
JavaScriptjQueryPHPPythonSQL
Staff Designated Support Engineer
Snowflake
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteJob Level
Lead
Tech Stack
AWSAzureCloudETLGoogle Cloud PlatformInformaticaMatillionRDBMSSQLTableau
About the role
- 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
Requirements
- Bachelor’s or Master’s degree in Computer Science, MIS, or equivalent discipline
- 8+ years of experience in Technical Support, Customer Success, or similar customer-facing technical role
- Proven success in managing enterprise customer relationships and acting as a trusted technical advisor
- Strong communication and writing skills in English, with the ability to simplify complex concepts for technical, non-technical, and executive audiences
- High emotional intelligence (EQ), empathy, and customer advocacy skills, with the ability to influence outcomes across internal and external stakeholders
- Experience with Data Warehousing, Database migration, and ETL
- Experience 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 tuning
- Strong 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 language
- Knowledge 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 migrations
- Proven ability to collaborate across global teams, with an understanding of enterprise sales cycles and support processes
- Experience mentoring or training peers on data warehousing and cloud fundamentals
- Adaptability, flexibility, and eagerness to learn quickly in a dynamic environment
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Data WarehousingDatabase migrationETLAdvanced SQLRDBMSAWS GlueAzure Data FactoryInformaticaTableauFivetran
Soft skills
Communication skillsEmotional intelligenceEmpathyCustomer advocacyInfluencing outcomesCollaborationAdaptabilityFlexibilityEagerness to learnProblem-solving
