Support Engineer

• 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

Staff Designated Support Engineer

Customer Support Engineer

Support Engineer

Technical Support Specialist

Technical Support Engineer II – German Speaking