Customer Solutions Engineer

Summary

Join dbt Labs as a Customer Solutions Engineer and be the first line of defense for our Enterprise customers. You will play a pivotal role in impacting dbt Cloud's usage and increasing retention by helping users quickly adopt dbt Cloud within their organizations. Learn dbt Core and dbt Cloud, build technical expertise, and demonstrate care through empathetic communication. Engage with customers through various channels, own customer issues from start to finish, and actively coach and mentor team members. Contribute to documentation and take responsibility for your professional development. This role requires experience troubleshooting SaaS applications and advanced skills in relevant technologies.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

• Salary: $133,000 - $156,000
• Equity Stake
• Unlimited vacation (and yes we use it!)
• 401k w/3% guaranteed contribution
• Excellent healthcare
• Paid Parental Leave
• Wellness stipend
• Home office stipend, and more!