Customer Solutions Engineer, dbt Labs

• You understand how dbt fits into the modern data stack, and how our users use dbt in concert with other tools like Snowflake, BigQuery, GitHub, Airflow, or Okta
• You consistently solve a high percentage of tickets, handle 6–10 cases per 4-hour shift, and reduce time-to-solution for users
• You escalate issues with precision, submitting clear, reproducible bugs or feature requests — not vague or misrouted cases
• Customers consistently rate you highly through CSAT surveys, even when their problems are complex or solutions take time
• Your documentation is referenced regularly by peers, indicating internal impact and knowledge leadership
• 3+ years in a technical consulting, advanced support, or software development role within a SaaS environment
• Proven experience troubleshooting SQL queries, templating languages like Jinja or Liquid, and working with YAML configurations
• Excellent written and verbal communication; able to explain symptoms, root causes, and solutions clearly
• Hands-on experience in managing escalations to Engineering, with attention to reproducibility and clarity
• A collaborative, humble, and detail-oriented teammate who is passionate about helping others succeed
• Comfortable working with distributed teams across time zones — especially cross-region Engineering partners

Desirable

• Dbt Labs is on a mission to help analysts create and disseminate organizational knowledge. As a Technical Solutions Specialist, you’ll serve as a frontline problem solver, working deeply across our customer base to guide them through complex technical challenges with empathy, clarity, and precision
• You’ll work at the intersection of technical troubleshooting, customer education, and internal escalation, and play a critical role in helping our users succeed with dbt
• Diagnosing and resolving technically complex issues related to dbt, SQL queries, templating languages (Jinja/Liquid), and cloud data platforms
• Clarifying customer goals and context before jumping into solutions — ensuring that any workaround or fix is anchored in what the customer truly needs
• Root cause analysis — narrowing down issues quickly and precisely, resulting in faster time-to-resolution or high-quality escalation to engineering
• Communication excellence — setting expectations, providing timely updates, and ensuring that even long-running cases resolve with high customer satisfaction
• Bringing others along — explaining why something is happening, not just what’s happening, in a way that builds trust and shared understanding
• Creating documentation and internal enablement material that help the broader team level up and improve efficiency across the support org
• Within 3 months: You’ll be confidently handling support tickets, building internal documentation, and participating in team knowledge shares
• At 6 months: You’ll demonstrate growing ownership over support areas, contribute meaningfully to internal process improvements, and be a go-to person for certain technical topics
• At 12 months: You’ll be shaping our internal support playbooks, leading enablement sessions, and setting the foundation for a potential promotion path into Technical Support Engineer, Solutions Architect, or Product Support leadership — depending on your growth aspirations and the evolving needs of the business
• You’ll work on complex, high-impact problems in the analytics ecosystem
• Join a collaborative, deeply curious, and humble support team that prioritizes learning and empathy
• Access to a rich technical stack, supportive leadership, and the ability to have real influence on both product and process

• 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