About the Role
Fivetran and dbt are building data pipelines to power the modern data stack for thousands of companies. We’re looking for a customer solutions engineer, Senior Customer Solutions Engineering (CSE) team — frontline technical support for dbt Labs customers across tickets, email, and video, ranging from simple questions to complex technical issues. This is a full-time remote position based out of the AMER-East region.
Technologies You’ll Use
- dbt (Core and dbt platform)
- SQL
- APIs
- YAML/JSON
- Zendesk
- Datadog or LogicMonitor
- Common data warehouses (e.g. Snowflake, BigQuery)
What You’ll Do
- Support customers through diverse channels — tickets, email, and video — managing a range of issues from simple queries to intricate technical dilemmas
- Build and deepen your technical expertise across all facets of the dbt platform, so you're ready to assist with any challenge
- Take ownership of customer issues, from initial troubleshooting through to resolution
- Enhance our documentation, ensuring it's both technically accurate and easy to understand
- Proactively seek out professional development opportunities, always aiming to bring more to the team and our users
- Learn dbt Core and the dbt platform, and build technical expertise broadly across all areas of our product
- Collaborate with peers, engineering, and other stakeholders across time zones to deliver a high-quality 1 support experience
- Use conversational AI tools to support researching, authoring, and reviewing support responses and internal documentation
Skills We’re Looking For
- 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 toward problem solving, and enjoyment working directly with business stakeholders to help them get past roadblocks
- Ability to use conversational AI systems (like Claude, ChatGPT, and internal chatbots) to support researching, authoring, reviewing, and synthesizing support and enablement content
Bonus Skills
- 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
- Ability to break down complex technical concepts and communicate them to stakeholders verbally and in writing
- Practical experience with dbt
Perks and Benefits
- 100% employer-paid medical insurance
- Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays (including a year end Global Week of Rest), and volunteer days off
- RSU stock grants
- Professional development and training opportunities
- Company virtual happy hours, free food, and fun team-building activities
- Monthly cell phone stipend
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their families