Senior Designated Support Engineer - AI-Driven

Snowflake

United States

On-site

USD 140,000 - 210,000

Full time

14 days+

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Job summary

Snowflake is seeking a designated support engineer to drive hands-on customer success post-deployment. You will supervise issue resolution, optimize query performance, and advise on architecture with field engineering, product, and marketing teams.

The role emphasizes deep SQL, distributed databases, and AI-enabled workflows to deliver proactive, high-value support for Priority Support customers. You will own release readiness, lead disaster recovery drills, and collaborate across Snowflake's

Qualifications

7+ years of experience in Technical Support, Solutions Architecture, Data Engineering, or a similar customer-facing technical role.
Bachelor's or Master’s degree in Computer Science, MIS, or a related field — or equivalent experience
Proven success managing enterprise customer relationships as a trusted technical advisor, including communicating and influencing across technical and executive audiences
Advanced SQL expertise, including query debugging, optimization, window functions, and performance tuning
Strong RDBMS fundamentals: data types, aggregations, execution plans, workload management, and database performance
Hands-on experience with distributed or MPP (massively parallel processing) database platforms
Experience with ETL/ELT tools and BI/analytics platforms (e.g., AWS Glue, Azure Data Factory, Informatica, Matillion, Fivetran, Tableau)
Experience working with large-scale infrastructure-as-a-service platforms (AWS, Azure, GCP)
AI fluency: demonstrated ability to use AI-assisted workflows for triage, analysis, and response drafting — including critically validating outputs and knowing when to escalate to manual investigation
High emotional intelligence (EQ), empathy, and strong customer advocacy skills, with adaptability to thrive in a fast-moving, dynamic environment

Responsibilities

Provide hands-on support for customer needs following Snowflake deployment - from quick start consultations, to issue resolutions, account health monitoring and critical event support.
Deep understanding of the customer\'s product integration architecture and workloads.
Design, review and execute use cases with customer context to align with Snowflake best practices, product features and functionality.
Provide guidance on how to resolve customer-specific technical challenges
Collaborate with Product Management, Engineering, and Marketing to continuously improve Snowflake’s product and service offerings to drive customer experience.
Drive customer experience across the following:
Query performance & optimization - Monitor, review and provide actionable, hands-on support to optimize query performance and prevent recurring issues.
Cost Optimization opportunities - Analyze the customer’s warehouse configuration and utilization, implement recommendations in partnership with the customer.
System Integration - Work with System Integrator consultants at a deep technical level to successfully position and deploy Snowflake in customer environments
Own release readiness for priority support customers, lead disaster recovery drills & provide hands-on migration support.
Drive Issue resolution and high case quality - partner with internal team to drive effective resolution and RCAs. Provide customer context and be the customer advocate.
Establish regular touchpoints with customers to provide technical and executive-level updates across all reported issues.
Be available on-call as needed for customer success.
Serve as a dedicated technical partner to Priority Support customers — providing hands-on support from quick-start consultations and issue resolution to account health monitoring and critical event response
Develop a deep understanding of each customer\'s product integration architecture, workloads, and business objectives to deliver contextually relevant guidance
Design, review, and execute use cases aligned to Snowflake best practices, product features, and functionality — translating technical capabilities into customer outcomes
Monitor, analyze, and deliver actionable recommendations for query performance optimization, with a focus on preventing recurring issues
Analyze warehouse configuration and utilization, and implement cost optimization recommendations in close partnership with customers
Own release readiness for priority support customers, lead disaster recovery drills, and provide hands-on migration support
Drive high-quality issue resolution and root cause analyses — serving as the internal customer advocate to ensure effective, timely outcomes
Establish regular executive and technical touchpoints with customers to provide updates across all active issues and share forward-looking guidance
Partner cross-functionally with Product Management, Engineering, and Marketing to surface customer insights that improve Snowflake\'s products and services
Apply AI-powered tooling and workflows to triage, log analysis, response drafting, and trend detection — validating outputs and escalating to manual investigation where appropriate