Customer Solutions Engineer

About the role

Fivetran and dbt Labs are building data pipelines to power the modern data stack for thousands of companies. We are seeking a Customer Solutions Engineer to support dbt Labs customers through diverse channels, including tickets, email, and video, ranging from simple questions to complex technical issues.

Technologies You’ll Use

• dbt (Core and dbt platform)
• SQL
• APIs
• YAML/JSON
• Zendesk
• Monitoring and analytics tools like 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 support experience
• Use conversational AI tools to support researching, authoring, reviewing, and synthesizing support and enablement content

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
• Able to break down complex technical concepts and communicate them to stakeholders verbally and in writing
• Practical experience with dbt