Employees in this role may be required to work overnight shifts and Philippines holidays.
We are looking for people who...
- have a creative attitude towards problem solving
- set clear expectations with customers on next steps and then meet or exceed them
- surprise and delight customers, even when problems are not solved quickly
In this role you will...
- Support customers through diverse channels: tickets, email, and video, managing a diverse range of issues from simple queries to intricate technical dilemmas.
- Build and deepen your technical expertise across all facets of dbt Cloud, ensuring you're always ready to assist with any challenge.
- Take ownership of customer challenges, from initial troubleshooting to resolution.
- Enhance our documentation, ensuring it’s both technically accurate and easily understood.
- Proactively seek out professional development opportunities, always aiming to bring more to our team and our users.
- Learn dbt Core and dbt Cloud and build technical expertise broadly across all areas of our product
You are a good fit if you have...
- Demonstrated expertise in coding languages, SQL, APIs, and understanding network requests.
- Exceptional written and verbal communication skills.
- A genuine drive for solving problems and helping others.
- A strong technical foundation, especially within a SaaS support environment.
- Prior experience in roles that merge the technical with the client-facing, such as engineering support or customer success.
- Experience building documentation or technical how-to guides using a variety of media (text, images, video)
- A creative attitude towards problem solving, and enjoy working directly with business stakeholders to help them get past roadblocks
You'll have an edge if you have...
- Hands-on experience with YAML or JSON structures.
- Proficiency with monitoring and analytics tools like Datadog or LogicMonitor.
- A deep understanding of ETL processes, data warehousing, and contemporary data stack concepts.
- The ability to break down more complex technical concepts and communicate them to stakeholders verbally and in writing
- Practical experience with dbt.
Compensation & Benefits
- Salary
- Benefits: 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 interviews will be conducted via zoom):
- Interview with a Talent Acquisition Partner
- Interview with Hiring Manager
- Technical Task
- Three 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
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