Senior Customer Solutions Engineer

<p><strong>About Us</strong></p> Since 2016, dbt Labs has been on a mission to help analysts create and disseminate organizational knowledge. dbt Labs pioneered the practice of analytics engineering, built the primary tool in the analytics engineering toolbox, and has been fortunate enough to see a fantastic community coalesce to help push the boundaries of the analytics engineering workflow. Today there are 30,000 companies using dbt every week, 100,000 dbt Community members, and over 4,100 dbt Cloud customers. You can learn more about our values <a href="https://www.getdbt.com/dbt-labs/values/">here</a>.   <p><strong>About the role:</strong></p> <p>Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Customer Solutions Engineer to bring on board who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations. </p> <p><strong>In this role, you can expect to:</strong></p> <ul> <li>Learn dbt Core and dbt Cloud and build technical expertise broadly across all areas of our product</li> <li>Demonstrate care through the use of empathetic language, positivity, and inclusion</li> <li>Engage with customers through tickets, emails, and video conferences, upholding Support SLAs</li> <li>Own customer issues from end to end, including troubleshooting, reproducing, and finding resolutions to all manner of customer issues</li> <li>Actively coach and mentor other team members</li> <li>Gain advanced knowledge in dbt Cloud architecture or administration</li> <li>Contribute to documentation with a focus on technical accuracy, clear communication, and scalability</li> <li>Take responsibility for your personal professional development, with support from manager</li> </ul> <h3>You are a good fit if you have...</h3> <ul> <li>3+ years of experience troubleshooting SaaS applications, REST APIs, and SAML-based authentication</li> <li>Advanced skills at least one of: dbt, SAML, git, Cloud Filesystems, Kubernetes, Cloud databases, Python</li> <li>Experience writing code in one of: Python, Javascript, Liquid, Jinja, or LookML</li> <li>The ability to break down complex technical concepts and communicate them to stakeholders verbally and in writing</li> <li>Knowledge of network security protocols, particularly in cloud environments</li> <li>Exceptional written and verbal communication</li> </ul> <h3>You'll have an edge if you have:</h3> <ul> <li>Code review experience</li> <li>Understanding of Single Sign-On (SSO) protocols and implementations</li> <li>Experience with Datadog, LogicMonitor, or similar tools</li> <li>Experience in management tools such as like JIRA, Asana, or Trello</li> <li>Experience as an Incident Commander, especially in scenarios with high business impact</li> </ul> <p><strong>Benefits:</strong></p> <ul> <li>Equity Stake</li> <li>Benefits - dbt Labs offers: <ul> <li>Unlimited vacation (and yes, we use it!)</li> <li>Excellent healthcare</li> <li>Paid Parental Leave</li> <li>Wellness stipend</li> <li>Home office stipend, and more! </li> </ul> </li> </ul> *For employees outside the United States, dbt Labs offers a competitive benefits package. Equity or comparable benefits may be offered depending on the legal limitations <h3>What to expect in the hiring process <strong>(all video interviews unless accommodations are needed):</strong></h3> <ol> <li>Interview with a Talent Acquisition Partner </li> <li>Technical Interview with Hiring Manager</li> <li>Technical Task: Complete some follow-up reading and go through a more comprehensive technical screen where you will demonstrate your expertise</li> <li>Team Interviews (1:1s) that cover the following: <ul> <li>Handling Customer Objections and Avoiding Burnout</li> <li>Managing High-Pressure Situations and Writing Things Down</li> <li>Feedback and Collaboration</li> <li>Values</li> </ul> </li> </ol><p><strong>Who we are</strong></p> <p>At dbt Labs, we have developed strong opinions on how companies should practice analytics.</p> <p>Specifically, we believe that:</p> <ul> <li>Code, not graphical user interfaces, is the best abstraction to express complex analytic logic</li> <li>Data analysts should adopt similar practices and tools to software developers</li> <li>Critical analytics infrastructure should be controlled by its users as open source software</li> <li>Analytic code itself — not just analytics tools — will increasingly be open source</li> </ul> <p>It turns out that a lot of other people believe this too! Today, there are 30,000 companies using dbt every week, 100,000 dbt Community members, and 4,100 companies paying for dbt Cloud. Our customers include JetBlue, Hubspot, Vodafone New Zealand, and Dunelm. <a href="https://www.getdbt.com/">dbt</a> is synonymous with the practice of analytics engineering, defin