Senior Customer Solutions Engineer - US

dbt Labs is on a mission to help analysts create and disseminate organizational knowledge. As a Technical Solutions Specialist, 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.

What You’ll Be Responsible For:

• Diagnosing and resolving technically complex issues related to dbt, SQL queries, templating languages (Jinja/Liquid), and cloud data platforms.
• Clarifying customer goals and context before jumping into solutions — ensuring that any workaround or fix is anchored in what the customer truly needs.
• Root cause analysis — narrowing down issues quickly and precisely, resulting in faster time-to-resolution or high-quality escalation to engineering.
• Communication excellence — setting expectations, providing timely updates, and ensuring that even long-running cases resolve with high customer satisfaction.
• Bringing others along — explaining why something is happening, not just what’s happening, in a way that builds trust and shared understanding.
• Creating documentation and internal enablement material that help the broader team level up and improve efficiency across the support org.

Success Looks Like: 

• You understand how dbt fits into the modern data stack, and how our users use dbt in concert with other tools like Snowflake, BigQuery, GitHub, Airflow, or Okta.
• You consistently solve a high percentage of tickets, handle 6–10 cases per 4-hour shift, and reduce time-to-solution for users.
• You escalate issues with precision, submitting clear, reproducible bugs or feature requests — not vague or misrouted cases.
• Customers consistently rate you highly through CSAT surveys, even when their problems are complex or solutions take time.
• Your documentation is referenced regularly by peers, indicating internal impact and knowledge leadership.

What We’re Looking For:

Must-Haves:

• 5+ years in a technical consulting, advanced support, or software development role within a SaaS environment.
• Proven experience troubleshooting SQL queries, templating languages like Jinja or Liquid, and working with YAML configurations.
• Excellent written and verbal communication; able to explain symptoms, root causes, and solutions clearly.
• Hands-on experience in managing escalations to Engineering, with attention to reproducibility and clarity.
• A collaborative, humble, and detail-oriented teammate who is passionate about helping others succeed.
• Comfortable working with distributed teams across time zones — especially cross-region Engineering partners.

Nice-to-Haves:

• Prior experience using or supporting dbt
• Experience with SAML, especially with Azure AD or Okta
• Working knowledge of API scripting (using access tokens), CI/CD pipelines (GitHub, Gitlab, Azure DevOps), or orchestration tools like Airflow or Dagster
• Familiarity with Snowflake or BigQuery access models (OAuth, Roles, Grants)
• Infrastructure fluency — ability to troubleshoot in cloud-hosted VPCs or bastion servers

 

Career Path and Growth:

• Within 3 months: You’ll be confidently handling support tickets, building internal documentation, and participating in team knowledge shares.
• At 6 months: You’ll demonstrate growing ownership over support areas, contribute meaningfully to internal process improvements, and be a go-to person for certain technical topics.
• At 12 months: 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.

 

Why You’ll Love Working Here:

• You’ll work on complex, high-impact problems in the analytics ecosystem
• Join a collaborative, deeply curious, and humble support team that prioritizes learning and empathy
• Access to a rich technical stack, supportive leadership, and the ability to have real influence on both product and process

 

Benefits

• Unlimited vacation time with a culture that actively encourages time off
• 401k plan with 3% guaranteed company contribution
• Comprehensive healthcare coverage
• Generous paid parental leave
• Health & wellness stipend
• Flexible stipends for:
  • Home office setup
  • Learning and development
  • Office space
  • And more

Compensation:

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. 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.

The typical starting salary range for this role is:
$111,000 -- $159,000 USD

The typical starting salary range for this role in the select locations listed is:
$124,000 -- $176,000 USD

Remote Hiring Process:

• Interview with a Talent Acquisition Partner
• Technical Interview with Hiring Manager
• Technical Task: Complete some follow-up reading and go through a more comprehensive technical screen where you will demonstrate your expertise
• Team Interviews