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.

Specifically, we believe that:

-> Code, not graphical user interfaces, is the best abstraction to express complex analytic logic

-> Data analysts should adopt similar practices and tools to software developers

-> Critical analytics infrastructure should be controlled by its users as open-source software

-> Analytic code itself — not just analytics tools — will increasingly be open source

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!

In this role, you can expect to…

• Respond to tickets submitted by dbt Cloud customers 
• Adhere to response and escalation SLAs
• Help update and create new support documentation
• Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
• Become a dbt Cloud expert
• Be an active member of the dbt open source community
• Work 11am-7pm AEDT or 1pm-9pm NZDT

We are looking for someone who...

• Has 3+ years customer support experience
• Has a passion & enthusiasm for helping customers succeed
• Is SQL proficiencyIs a self-starter & eager to learn
• Has high attention to detail
• Has excellent verbal and written communication skillsIs thoughtful about collaboration and communication with other departments
• Has a passion for being an inclusive teammate and involved member of the community
• Written and spoken English proficiency

You have an edge if you...

• Experience working with a technical product at a SaaS organization
• Knowledge of the git workflow and Zendesk
• Worked remotely in the past (this role will be helping build our team outside the US!)
• Passion for data analytics

Compensation...

• Salary: $70 - $90k 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: A phone call with a recruiter (30 minute Zoom call)
• Take home task: The task is to read and prepare for a live Slack chat. You can anticipate spending 1 hour preparing
• Live Slack Chat: Customer Support Team Lead (30 minutes on Slack)
• Panel Interview: (45 minute Zoom call each) Customer Support Team Lead; Head of Customer Support Engineering; Director of Customer Success
• Final Interview: CEO (45 minute Zoom call)

Fishtown Analytics is headquartered in Philadelphia, PA with a majority-distributed team. This role is open to folks based in the United States.