[Remote] Designated Support Engineer at Snowflake

New York, New York, United States

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$135,000 – $189,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cloud Computing, Data AnalyticsIndustries

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
Strong experience with enterprise-level support
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
Flexible with schedule changes to meet business needs (including support coverage during holidays and weekends, 24x7 environment, on-call during weekends)
Ideally, experience handling technical case escalations and incident management, worked in technical support for an RDBMS, and familiar with database release management

Responsibilities

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 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

Skills

Key technologies and capabilities for this role

SnowflakeRDBMSIncident ManagementTechnical EscalationsDatabase Release ManagementSQLCustomer SupportOn-Call Support

Questions & Answers

Common questions about this position

What is the salary range for the Designated Support Engineer position?

The salary range is $135K - $189K.

Is this position remote?

Yes, this is a remote position.

What skills and experience are required for this role?

Strong experience with enterprise-level support is required, along with ideally having 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 familiarity with database release management. Flexibility with schedule changes to meet business needs is a special requirement.

What is the company culture like at Snowflake?

Snowflake has a culture that’s all in on impact, innovation, and collaboration. Snowflake Support is committed to providing high-quality resolutions, forming partnerships with customers by listening, learning, and building connections, with a team of subject matter experts working toward customers’ success.

What makes a strong candidate for this Designated Support Engineer role?

A strong candidate has strong enterprise-level support experience, flexibility with schedule changes, ability to handle multiple accounts, deep technical knowledge of Snowflake and databases, and experience in 24x7 environments with escalations and incident management.

Snowflake

Data management and analytics platform

About Snowflake

Snowflake provides a platform called the AI Data Cloud that helps organizations manage and analyze their data. This platform allows users to store and process large amounts of data efficiently, offering services like data warehousing, data lakes, data engineering, data science, and data sharing. Snowflake's system works by uniting data from different sources, enabling secure sharing and performing various types of analytics. What sets Snowflake apart from its competitors is its ability to operate seamlessly across multiple public clouds, allowing users to access their data from anywhere. The company's goal is to help businesses leverage their data for better decision-making by providing a flexible subscription-based service that scales according to their needs.

Bellevue, WashingtonHeadquarters

2012Year Founded

$1,341.3MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

We've got your back - We offer comprehensive health insurance plans, health savings accounts, robust retirement plans, and generous life and disability insurance.

A Balanced Lifestyle - All Snowflakes have access to our weekly online lunch and learns, virtual workout classes, and ergonomic work-from-home equipment. We offer on-demand mental health and wellness programs to support our employees and their families.

Your People Matter - Help offset the cost of growing your family with our fertility benefits and family planning resources. Count on our generous time-off and various leave plans for you to rest, refuel, and sustain a great work-life balance.

Global Snowflake Team - No matter where you are in the world, we will get you connected and supported with a work-from-home setup.

Treat Yourself - Personalize your Snowflake benefits by tapping into our employee discounts and pre-tax selections.

Invest In Your Future - Eligible employees enjoy new hire equity, Employee Stock Purchase Plan (ESPP), and a quarterly bonus or commission program.

Risks

Integration challenges from Datavolo acquisition may disrupt operations and customer service.

Increased competition from Mistral AI could challenge Snowflake's market position.

Convertible senior notes pricing may increase financial pressure if market conditions worsen.

Differentiation

Snowflake offers a unified platform for diverse data workloads, unlike traditional solutions.

The AI Data Cloud enables near-unlimited scale and performance for data mobilization.

Snowflake's seamless multi-cloud experience ensures efficient data operations across locations.

Upsides

Acquisition of Datavolo enhances Snowflake's open data integration capabilities.

Investment in Metaplane boosts AI-driven data quality solutions for Snowflake users.

Snowflake Ventures' investment in Hex expands accessibility of data tools to non-technical users.

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