dbt Labs

Philadelphia

11-50 employees

The makers of dbt. We’re on a mission to empower analysts to create and disseminate organizational knowledge.

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Analytics Engineer

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Customer Support Specialist (EMEA)

dbt Labs

Customer Support Specialist (EMEA)

Other

This job is no longer open

At Fishtown Analytics, we make data work. Our open-source software, dbt, enables anyone who knows SQL to engineer, document, and test data pipelines. By empowering analysts to work like and with data engineers, dbt drastically increases an organization's ability to model and serve analytics. We’ve built a community of 10,000+ people and are backed by top investors including Andreessen Horowitz and Sequoia Capital (read our Series B announcement here!) dbt is already used and loved by thousands of companies and dbt Cloud enables this workflow at scale.

As a Customer Support Specialist you will be responsible for supporting our dbt Cloud users. 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, adopting new features or for help troubleshooting bugs (every product has them!)

At Fishtown Analytics, we’re committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds. Whether or not your experience exactly fits the job description below, 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!

In this role, you can expect to…

Respond to tickets submitted by dbt Cloud customers and internal Account Managers
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 8 am - 4pm GMT

We are looking for someone who has...

3+ years customer support experience
SQL proficiency
Written and spoken English proficiency
A passion & enthusiasm for helping customers succeed
Self-starter & eager to learn
High attention to detail
Excellent verbal and written communication skills
Thoughtful about collaboration and communication with other departments
A passion for being an inclusive teammate and involved member of the community

You have an edge if you have...

Experience working with a technical product at a SaaS organization
Knowledge of the git workflow
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: 0.025%

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: Customer Support Team Lead (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.

--> Live Slack Chat: Customer Support Team Lead (30 minutes on Slack)

--> Co-worker Interviews: Senior Product Manager and Director of Customer Success (30 minute Zoom call each)

--> Final Interview: CEO (30 minute Zoom call)

This job is no longer open