Staff Designated Support Engineer

Role overview A Staff Designated Support Engineer serves as a dedicated technical partner for priority-tier enterprise customers following platform deployment. The role blends deep technical expertise with proactive account engagement, focusing on transforming post-go-live support into a strategic, high-value offering that strengthens long-term customer confidence and business continuity.

Responsibilities - Deliver hands-on technical support across the customer lifecycle, including quick-start consultations, issue resolution, account health monitoring, and critical event response - Develop a deep understanding of each customer's integration architecture, workloads, and objectives to provide contextually relevant guidance - Design, review, and execute use cases aligned with platform best practices, translating technical capabilities into measurable customer outcomes - Analyze and optimize query performance, warehouse configuration, and utilization to prevent recurring issues and reduce cost - Lead release readiness, disaster recovery drills, and hands-on migration support for priority accounts - Drive case resolution and root cause analyses in partnership with engineering and product teams while serving as the customer advocate, and participate in on-call rotations as needed for critical situations

Requirements - Extensive experience troubleshooting and tuning complex database systems, including performance and query optimization - Strong RDBMS fundamentals covering data types, aggregations, execution plans, workload management, and database performance - Hands-on experience with distributed or massively parallel processing (MPP) database platforms - Experience with ETL/ELT tools and BI/analytics platforms, plus large-scale infrastructure-as-a-service environments such as AWS, Azure, or GCP - Demonstrated AI fluency, including using AI-assisted workflows for triage and analysis while critically validating outputs - High emotional intelligence, empathy, strong customer advocacy skills, and adaptability in a fast-moving environment

Nice to have - Experience with DevOps or DataOps tooling such as Git, Jenkins, or Terraform - Hands-on experience troubleshooting database connectivity (drivers, connectors, client software) and cloud data migrations - Solid understanding of internet fundamentals (TCP/IP, HTTP/S, SFTP, DNS) and ability to use diagnostic tools - Experience with one or more of Python, Java, JavaScript, Scala, or Spark - Familiarity with BI and data exploration tools such as Power BI, Tableau, MicroStrategy, or Business Objects

Benefits and work setup - Direct visibility into how individual work drives platform adoption and customer loyalty at data-intensive organizations - Cross-functional collaboration with engineering, product, customer success, and other teams - High degree of ownership over customer relationships, technical quality, and the evolution of the priority support offering - Opportunity to shape the overall post-deployment customer experience, not just individual case outcomes