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
Compensation & Benefits
- Salary: $133,000 - $159,000
- Equity Stake
- Benefits - dbt Labs offers:
- Unlimited vacation (and yes we use it!)
- 401k w/3% guaranteed contribution
- Excellent healthcare
- Paid Parental Leave
- Wellness stipend
- Home office stipend, and more!
*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):
- Interview with a Talent Acquisition Partner
- Technical Interview with Hiring Manager
- Technical Task: Complete some follow-up reading and go through a more comprehensive technical screen where you will demonstrate your expertise
- 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
