Senior Customer Solutions Engineer

About the role:

Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Customer Solutions Engineer to bring on board who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations.

In this role, you can expect to:

• Learn dbt Core and dbt Cloud and build technical expertise broadly across all areas of our product
• Demonstrate care through the use of empathetic language, positivity, and inclusion
• Engage with customers through tickets, emails, and video conferences, upholding Support SLAs
• Own customer issues from end to end, including troubleshooting, reproducing, and finding resolutions to all manner of customer issues
• Actively coach and mentor other team members
• Gain advanced knowledge in dbt Cloud architecture or administration
• Contribute to documentation with a focus on technical accuracy, clear communication, and scalability
• Take responsibility for your personal professional development, with support from manager

You are a good fit if you have...

• 3+ years of experience troubleshooting SaaS applications, REST APIs, and SAML-based authentication
• Advanced skills at least one of: dbt, SAML, git, Cloud Filesystems, Kubernetes, Cloud databases, Python
• Experience writing code in one of: Python, Javascript, Liquid, Jinja, or LookML
• The ability to break down complex technical concepts and communicate them to stakeholders verbally and in writing
• Knowledge of network security protocols, particularly in cloud environments
• Exceptional written and verbal communication

You'll have an edge if you have:

• Code review experience
• Understanding of Single Sign-On (SSO) protocols and implementations
• Experience with Datadog, LogicMonitor, or similar tools
• Experience in management tools such as like JIRA, Asana, or Trello
• Experience as an Incident Commander, especially in scenarios with high business impact

Benefits:

• Equity Stake
• Benefits - dbt Labs offers:
  • Unlimited vacation (and yes, we use it!)
  • Excellent healthcare
  • Paid Parental Leave
  • Wellness stipend
  • Home office stipend, and more!

*For employees outside the United States, dbt Labs offers a competitive benefits package. Equity or comparable benefits may be offered depending on the legal limitations

What to expect in the hiring process (all video interviews unless accommodations are needed):

1. Interview with a Talent Acquisition Partner
2. Technical Interview with Hiring Manager
3. Technical Task: Complete some follow-up reading and go through a more comprehensive technical screen where you will demonstrate your expertise
4. Team Interviews (1:1s) that cover the following:
   • Handling Customer Objections and Avoiding Burnout
   • Managing High-Pressure Situations and Writing Things Down
   • Feedback and Collaboration
   • Values