Staff Designated Support Engineer

The Staff Designated Support Engineer (DSE) is a trusted technical partner to Snowflake's Priority Support customers. This role blends deep technical expertise with proactive account engagement, ensuring issues are resolved quickly while strengthening customer trust in Snowflake. The role is based in Dublin, with 3 days a week in the office.

Responsibilities

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; Collaborate with the account team and customer to surface insights on query performance, warehouse configuration and utilization, and user and account setup; 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; Advocate for customer priorities in account reviews and collaborate with internal teams to ensure issues are prioritized and understood; Drive technical advocacy between customers and product/engineering teams; 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; 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; 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

Nice to have

Experience with CI/CD platforms and tools such as Terraform, Azure DevOps, Jenkins, etc.; Scripting/coding experience in any of the following: .NET, JavaScript, R, GO; Experience with Libraries/Frameworks such as Pandas, SciPy, TensorFlow, etc.; Experience supporting applications running on either Amazon AWS or MS Azure; Troubleshooting skills on a variety of operating systems (Windows, Mac, *Nix); Proficient in the technical fundamentals of the internet, with strong knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS, as well as the skills to use diagnostic tools for troubleshooting connectivity issues; Experience with virtualization and Container solutions (VMware, Docker, Virtualbox, Kubernetes, etc.); Understanding of cloud computing network and security concepts; Additional European languages are a plus