Staff Designated Support Engineer

Vaga não está no LinkedIn

🕒 Julho 28

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $122.000 - $160.600 / ano

⏰ Tempo Integral

🔴 Especialista

📞 Engenheiro de Suporte

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Snowflake

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2012

☁️ SaaS

🏢 Corporativo

🤝 B2B

SaaS • Enterprise • B2B

Snowflake é uma plataforma de dados em nuvem e um data warehouse como serviço. Ela permite que as organizações armazenem, processem, analisem e compartilhem grandes volumes de dados estruturados e semiestruturados em múltiplas nuvens, com computação e armazenamento escaláveis separados, segurança integrada e capacidades de compartilhamento de dados, além de suporte para cargas de trabalho de análise e aprendizado de máquina. A Snowflake é entregue como uma oferta SaaS gerenciada para clientes corporativos e é comercializada primariamente como um produto B2B.

Descrição

• 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 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• medical, dental, vision, life, and disability insurance • 401(k) retirement plan • flexible spending & health savings account • at least 12 paid holidays • paid time off • parental leave • employee assistance program • other company benefits