Snowflake10 дней назад
Staff Designated Support Engineer
Зарплата не указана
Полная занятостьУдалёнка
Обязанности
- 01Provide hands-on support for customer needs following Snowflake deployment - from quick start consultations, to issue resolutions, account health monitoring and critical event support
- 02Deep understanding of the customer's product integration architecture and workloads
- 03Design, review and execute use cases with customer context to align with Snowflake best practices, product features and functionality
- 04Provide guidance on how to resolve customer-specific technical challenges
- 05Collaborate with Product Management, Engineering, and Marketing to continuously improve Snowflake’s product and service offerings to drive customer experience
- 06Monitor, review and provide actionable, hands-on support to optimize query performance and prevent recurring issues
- 07Analyze the customer’s warehouse configuration and utilization, implement recommendations in partnership with the customer
- 08Work with System Integrator consultants at a deep technical level to successfully position and deploy Snowflake in customer environments
- 09Own release readiness for priority support customers, lead disaster recovery drills & provide hands-on migration support
- 10Partner with internal team to drive effective resolution and RCAs. Provide customer context and be the customer advocate
- 11Establish regular touchpoints with customers to provide technical and executive-level updates across all reported issues
- 12Be available on-call as needed for customer success
- 13Serve 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
- 14Develop a deep understanding of each customer's product integration architecture, workloads, and business objectives to deliver contextually relevant guidance
- 15Design, review, and execute use cases aligned to Snowflake best practices, product features, and functionality — translating technical capabilities into customer outcomes
- 16Monitor, analyze, and deliver actionable recommendations for query performance optimization, with a focus on preventing recurring issues
- 17Analyze warehouse configuration and utilization, and implement cost optimization recommendations in close partnership with customers
- 18Drive high-quality issue resolution and root cause analyses — serving as the internal customer advocate to ensure effective, timely outcomes
- 19Establish regular executive and technical touchpoints with customers to provide updates across all active issues and share forward-looking guidance
- 20Partner cross-functionally with Product Management, Engineering, and Marketing to surface customer insights that improve Snowflake's products and services
- 21Apply AI-powered tooling and workflows to triage, log analysis, response drafting, and trend detection — validating outputs and escalating to manual investigation where appropriate
Требования
- 017+ years of experience in Technical Support, Solutions Architecture, Data Engineering, or a similar customer-facing technical role
- 02Bachelor's or Master's degree in Computer Science, MIS, or a related field — or equivalent experience
- 03Proven success managing enterprise customer relationships as a trusted technical advisor, including communicating and influencing across technical and executive audiences