Designated Support Engineer

Snowflake•Menlo Park, CA

About The Position

Snowflake is about empowering enterprises to achieve their full potential — and people too. With a culture that’s all in on impact, innovation, and collaboration, Snowflake is the sweet spot for building big, moving fast, and taking technology — and careers — to the next level. Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning, and building connections. Snowflake’s Priority Support team is expanding! We are looking for a Designated Support Engineer. As a Designated Support Engineer, your role is to delight your designated customer(s) with your passion and knowledge of Snowflake AI Data Cloud. Customers will look to you for technical guidance and expert advice with regard to their effective and optimal use of Snowflake. You will be the voice of the customer to Snowflake’s product and engineering teams for product feedback and improvements. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. You will be assigned to work with one or more Snowflake Priority Support customers. You will develop a strong understanding of the customer’s use cases and how they leverage the Snowflake platform. You will deliver exceptional service, enabling them to achieve the highest levels of continuity and performance from their Snowflake implementation. You will be an integral part of a cross-functional team focused on delivering an exceptional customer experience. Ideally, you have worked in a 24x7 environment, handled technical case escalations and incident management, worked in technical support for an RDBMS, been on-call during weekends, and are familiar with database release management. SPECIAL REQUIREMENT: Applicants should be flexible with schedule changes to meet business needs Strong experience with enterprise-level support is required for this role

Requirements

Bachelor’s or Master’s degree in Computer Science or equivalent discipline
8+ years experience in a Technical Support environment or a similar technical function in a customer-facing role
Excellent writing and communication skills in English with attention to detail
Ability to work in a highly collaborative environment across global teams with a good understanding of sales cycle concepts
Ability to train team members on data warehousing fundamentals and concepts
Ability to debug, rewrite, and troubleshoot complex SQL queries for achieving workarounds or better solutions
Strong knowledge of RDBMS, SQL data types, aggregations, and functions including analytical/window functions
Familiarity with at least one of the following: ETL/ELT, reporting tools such as AWS Glue, EMR, Azure Data Factory, Informatica, Matillion, Tableau, Fivetran, HVR etc.
Good understanding of RDBMS query profiles and execution plans to analyze query performance and make recommendations for improvement
Good understanding of database query lifecycle and internal join processing
Database migration and ETL experience
Scripting/coding experience in any programming language
Familiarity with semi-structured data
Experience in RDBMS workload management and database performance
Experience with any of the major cloud service provider’s ecosystem
Ability to interpret systems performance metrics (CPU, I/O, RAM, Network stats)
Experience troubleshooting database connectivity issues using a variety of methods (client software, drivers/connectors)
Understanding of database patch and release management
Applicants should be flexible with schedule changes to meet business needs
Strong experience with enterprise-level support is required for this role

Nice To Haves

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.
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)
Good understanding of the technical fundamentals of the internet. You should have a solid knowledge of internet protocols such as TCP/IP, HTTP/S, SFTP, and DNS as well as the ability to use diagnostic tools to troubleshoot connectivity issues.
Understanding of cloud computing security concepts
Experience with virtualization and Container solutions (VMware, Docker, Virtualbox, Kubernetes, etc)
Understanding of cloud computing Network and Security concepts

Responsibilities

Have the ability to handle multiple designated accounts, depending on their size
Establish regular touchpoints with customers for critical issues, provide executive-level technical briefings, drive technical advocacy between customers and product teams, and lead problem-solving sessions for complex technical challenges
Work closely with the Technical Account Managers and support the Account Team by attending weekly account reviews for your designated customers
Maintain deep knowledge of assigned accounts' architecture and use cases
Adhere to response and resolution SLAs and escalation processes in order to ensure fast resolution of customer issues that exceed expectations
Utilize the Snowflake environment, connectors, 3rd party partner software, and tools to investigate issues
Report well-documented bugs and feature requests arising from customer-submitted requests and work with Engineering toward a resolution
Proactively identify recommendations and lead global initiatives to improve product quality and customer experience
Provide support coverage during holidays and weekends based on business needs
Work within the Snowflake Priority Support team with a One Snowflake mindset, coordinating and partnering cross-functionally