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.

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.

Senior Customer Solutions Engineer

Key skills