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Senior Customer Solutions Engineer

dbt Labs

Ireland - RemoteCustomer Service
Role brief

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:

  • Competitive Salary
  • 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