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