Senior Customer Solutions Engineer - US

dbt Labs is the pioneer of analytics engineering, helping data teams transform raw data into reliable, actionable insights. As a Senior Customer Solutions Engineer, you will serve as a frontline problem solver, guiding customers through complex technical challenges while ensuring high levels of satisfaction.

Responsibilities:

• 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

Requirements:

• 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
• 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