Senior Customer Solutions Engineer - US at dbt Labs

<div class="content-intro"><p><strong>About Us&nbsp;</strong></p> <p>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 90,000 teams every week, driving data transformations and AI use cases.&nbsp;</p> <p>As of February 2025, we’ve surpassed $100 million in annual recurring revenue (ARR) and serve more than 5,400 dbt Platform customers, including AstraZeneca, Sky, Nasdaq, Volvo, JetBlue, and SafetyCulture.&nbsp;</p> <p>We’re backed by top-tier investors including Andreessen Horowitz, Sequoia Capital, and Altimeter. At our core, we believe in empowering data practitioners:</p> <ul> <li>Reliable, high-quality data is the fuel that propels AI-powered data engineering.
</li> <li>AI is changing data work, fast. dbt’s data control plane keeps data engineers ahead of that curve.</li> <li>We empower engineers to deliver reliable, governed data faster, cheaper, and at scale.</li> </ul> <p>dbt Labs 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 <a href="https://www.getdbt.com/about-us/values">values</a>.</p></div><p><strong>dbt Labs</strong> is on a mission to help analysts create and disseminate organizational knowledge. As a&nbsp;<strong>Senior</strong><strong>&nbsp;Customer Solutions Engineer</strong>, 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.</p> <p>&nbsp;</p> <h3><strong>What You’ll Be Responsible For:</strong></h3> <ul> <li><strong>Diagnosing and resolving</strong> technically complex issues related to dbt, SQL queries, templating languages (Jinja/Liquid), and cloud data platforms.</li> <li><strong>Clarifying customer goals and context</strong> before jumping into solutions — ensuring that any workaround or fix is anchored in what the customer truly needs.</li> <li><strong>Root cause analysis</strong> — narrowing down issues quickly and precisely, resulting in faster time-to-resolution or high-quality escalation to engineering.</li> <li><strong>Communication excellence</strong> — setting expectations, providing timely updates, and ensuring that even long-running cases resolve with high customer satisfaction.</li> <li><strong>Bringing others along</strong> — explaining <em>why</em> something is happening, not just what’s happening, in a way that builds trust and shared understanding.</li> <li><strong>Creating documentation and internal enablement material</strong> that help the broader team level up and improve efficiency across the support org.</li> </ul> <p>&nbsp;</p> <h3>Success Looks Like:&nbsp;</h3> <ul> <li>You <strong>understand how dbt fits into the modern data stack</strong>, and how our users use dbt in concert with other tools like Snowflake, BigQuery, GitHub, Airflow, or Okta.</li> <li>You consistently <strong>solve a high percentage of tickets</strong>, handle 6–10 cases per 4-hour shift, and <strong>reduce time-to-solution</strong> for users.</li> <li>You escalate issues <strong>with precision</strong>, submitting clear, reproducible bugs or feature requests — not vague or misrouted cases.</li> <li>Customers consistently rate you highly through <strong>CSAT surveys</strong>, even when their problems are complex or solutions take time.</li> <li>Your documentation is referenced regularly by peers, indicating <strong>internal impact and knowledge leadership</strong>.</li> </ul> <p>&nbsp;</p> <h3><strong>What We’re Looking For:</strong></h3> <h3><strong>Must-Haves:</strong></h3> <ul> <li>5+ years in a&nbsp;<strong>technical consulting, advanced support, or software development</strong> role within a SaaS environment.</li> <li>Proven experience <strong>troubleshooting SQL queries</strong>, templating languages like <strong>Jinja or Liquid</strong>, and working with <strong>YAML configurations</strong>.</li> <li>Excellent written and verbal communication; able to explain symptoms, root causes, and solutions clearly.</li> <li>Hands-on experience in <strong>managing escalations to Engineering</strong>, with attention to reproducibility and clarity.</li> <li>A collaborative, humble, and detail-oriented teammate who is <strong>passionate about helping others succeed</strong>.</li> <li>Comfortable working with <strong>distributed teams across time zones</strong> — especially cross-region Engineering partners.</li> </ul> <h3><strong>Nice-to-Haves:</strong></h3> <ul> <li>Prior experience using or supporting <strong>dbt</strong></li> <li>Experience with <strong>SAML</strong>, especially with <strong>Azure AD or Okta</strong></li> <li>Working knowledge of <strong>API scripting</strong> (using access tokens), <strong>CI/CD pipelines</strong> (GitHub, Gitlab, Azure DevOps), or <strong>orchestration tools</strong> like Airflow or Dagster</li> <li>Familiarity with <strong>Snowflake or BigQuery</strong> access models (OAuth, Roles, Grants)</li> <li>Infrastructure fluency — ability to troubleshoot in <strong>cloud-hosted VPCs or bastion servers</strong></li> </ul> <h3>&nbsp;</h3> <h3><strong>Career Path and Growth:</strong></h3> <ul> <li><strong>Within 3 months</strong>: You’ll be confidently handling support tickets, building internal documentation, and participating in team knowledge shares.</li> <li><strong>At 6 months</strong>: You’ll demonstrate growing ownership over support areas, contribute meaningfully to internal process improvements, and be a go-to person for certain technical topics.</li> <li><strong>At 12 months</strong>: You’ll be shaping our internal support playbooks, leading enablement sessions, and setting the foundation for a potential promotion path into Technical Support Engineer, Solutions Architect, or Product Support leadership — depending on your growth aspirations and the evolving needs of the business.</li> </ul> <h3>&nbsp;</h3> <h3><strong>Why You’ll Love Working Here:</strong></h3> <ul> <li>You’ll work on <strong>complex, high-impact problems</strong> in the analytics ecosystem</li> <li>Join a <strong>collaborative, deeply curious, and humble</strong> support team that prioritizes learning and empathy</li> <li>Access to a <strong>rich technical stack</strong>, supportive leadership, and the ability to have real influence on both product and process</li> </ul> <h2>&nbsp;</h2> <h2><strong>Benefits</strong></h2> <ul class="[&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc space-y-1.5 pl-7"> <li class="whitespace-normal break-words">Unlimited vacation time with a culture that actively encourages time off</li> <li class="whitespace-normal break-words">401k plan with 3% guaranteed company contribution</li> <li class="whitespace-normal break-words">Comprehensive healthcare coverage</li> <li class="whitespace-normal break-words">Generous paid parental leave</li> <li class="whitespace-normal break-words">Health &amp; wellness stipend</li> <li class="whitespace-normal break-words">Flexible stipends for: <ul class="[&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc space-y-1.5 pl-7"> <li class="whitespace-normal break-words">Home office setup</li> <li class="whitespace-normal break-words">Learning and development</li> <li class="whitespace-normal break-words">Office space</li> <li class="whitespace-normal break-words">And more</li> </ul> </li> </ul> <h3><strong>Compensation:</strong></h3> <p>We offer competitive compensation packages commensurate with experience, including salary, equity, and where applicable, performance-based pay. Our Talent Acquisition Team can answer questions around dbt Lab’s total rewards during your interview process.&nbsp;In select locations (including Boston, Chicago, Denver, Los Angeles, Philadelphia, New York City, San Francisco, Washington, DC, and Seattle), an alternate range may apply, as specified below.<br><br>The typical starting salary range for this role is:<br>$111,000 -- $159,000 USD<br><br>The typical starting salary range for this role in the select locations listed is:<br>$124,000 -- $176,000 USD</p> <h3>Remote Hiring Process:</h3> <ul> <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&nbsp;</li> </ul><div class="content-conclusion"><p>dbt Labs is an equal opportunity employer, committed to building an inclusive team that welcomes diverse perspectives, backgrounds, and experiences. Even if your experience doesn’t perfectly align with the job description, we encourage you to apply—we value potential just as much as a perfect resume.</p> <p><span style="font-weight: 400;">Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI <a href="https://www.getdbt.com/about-us/dei">page</a>.</span></p> <p><em><span style="font-weight: 400;">dbt Labs reserves the right to amend or withdraw the posting at any time. For employees outside the United States, dbt Labs offers a competitive benefits package. 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