Customer Support Engineer (APAC)

Customer Support Engineer (APAC)

This job has closed but is shown for context on data science work at dbt Labs.
dbt Labs is a remote-first company with a globally distributed team.

dbt Labs is an equal opportunity employer. We're committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We feel strongly that whether or not your experience exactly fits the job description, your passion and skills will stand out and set you apart even if your career has taken some twists and turns.  If you are on the fence about whether you meet our requirements, we encourage you to apply anyway! Please reach out to us directly at recruiting@dbtlabs.com if you need assistance or accommodation due to disability.

About Us

dbt Labs was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, we’ve grown to become one of the most respected brands in the analytics industry. Our product, dbt, is used by thousands of companies.

Who we are

It turns out that a lot of other people believe this too! Over the course of the past several years we've built a community of 15,000+ people and 5,000 companies who are using our ideas, products, and workflows to conduct analytics, including Lyft, Monzo, GitLab, Snowflake, the ACLU, Amazon, JetBlue, and RentTheRunway. Our product, dbt, has come to be synonymous with the practice of analytics engineering, defining an entire industry. We’re backed by top investors including Andreessen Horowitz and Sequoia Capital, recently raising our series C: read the announcement here!

As a Customer Support Engineer you will be responsible for supporting and delighting our dbt Cloud users by bringing our best practices and capabilities to people who need our help.  The user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform and modeling their data, adopting new features or for help troubleshooting bugs (every product has them!)

In this role, you can expect to…

    • Respond to escalations by Tier 1 support agents, primarily via chat
    • Participate in customer calls when needed to quickly troubleshoot and resolve issues
    • Become an expert in dbt and dbt Cloud, and help customers do the same!
    • Propose creative solutions to answer customer problems and help update and create technical documentation from these solutions to close the loop the next time a customer has a similar issue
    • Go beyond the question being asked; understand how our customers define their own success with dbt and help them work toward that
    • Adhere to response and escalation SLAs
    • Coordinate cross-departmentally to ensure feature requests and bugs are communicated to our product and engineering teams

We are looking for someone who has...

    • 3+ years experience in an advanced technical support or software development role for a SaaS product
    • A background in Computer Science, Data Science, or Data Engineering
    • Experience troubleshooting, optimizing and debugging complex SQL queries and YAML files
    • A passion & enthusiasm for helping customers succeed
    • Excellent verbal and written communication skills with high attention to detail
    • Thoughtful about collaboration and communication with other departments
    • Written and spoken English proficiency

You have an edge if you have...

    • A passion for data and analytics
    • Ability to read, troubleshoot, and analyze Python
    • Experience working with cloud-based Identity Providers and Source Repositories
    • Experience troubleshooting web applications, protocols and APIs on a variety of platforms
    • Experience with dbt!

Compensation & Benefits...

    • Compensation: $115,000-135,000 USD
    • Equity Stake
    • Benefits: Unlimited vacation, 401k w/ 3% guaranteed contribution, excellent healthcare, and paid parental leave

    • What to expect in the hiring process:
    • Application: Fill out questions with this application. Because this role is heavily text based (ie chatting through a ticketing system with customers) these text based responses are an opportunity for you to highlight your written communication skills!
    • Phone Screen with our Director, Customer Success
    • Technical Screen with an engineer and customer support lead
    • Panel Interviews with the Customer Support, Solutions Architecture, and Customer Success leadership team
    • Final Interview with the CEO

This job has closed but is shown for context on data science work at dbt Labs.
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