Customer Solutions Engineer

About Us 

dbt Labs is the pioneer of analytics engineering, helping data teams transform raw data into reliable, actionable insights. Since 2016, we’ve grown from an open source project into the leading analytics engineering platform, now used by over 50,000 teams every week. 

As of February 2025, we’ve surpassed $100 million in annual recurring revenue (ARR) and serve more than 5,400 dbt Cloud customers, including JetBlue, HubSpot, Vodafone New Zealand, and Dunelm. We’re backed by top-tier investors including Andreessen Horowitz, Sequoia Capital, and Altimeter. At our core, we believe in empowering data practitioners:

• Code-based data transformations unlock transparency, flexibility, and collaboration
• Analysts should adopt software engineering best practices to build trusted data products
• Core analytics infrastructure should be open source and user-controlled
• Analytic code—not just tools—should be shared and community-driven

dbt is now synonymous with analytics engineering, defining the modern data stack and serving as the data control plane for enterprise teams around the world. And we’re just getting started. We’re growing fast and building a team of passionate, curious people across the globe. Learn more about what makes us special by checking out our values.  

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.

What You’ll Be Responsible For

• 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.

Success Looks Like

• 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.

What We’re Looking For

Must-Haves

• 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.

Nice-to-Haves

• Prior experience using or supporting dbt
• Experience with SAML,