Customer Solutions Engineer

Fivetran • Remote, Texas, United States, AMER, TX

2d • $80,489 - $96,591 • Remote

About The Position

Fivetran and dbt are building data pipelines to power the modern data stack for thousands of companies. We’re looking for a customer solutions engineer to join the Customer Solutions Engineering (CSE) team. This role will provide frontline technical support for dbt Labs customers across tickets, email, and video, ranging from simple questions to complex technical issues. This is a full-time remote position based out of the AMER-East region, Texas, and Philadelphia.

Requirements

• Demonstrated expertise in coding languages, SQL, APIs, and understanding network requests
• Exceptional written and verbal communication skills
• A genuine drive for solving problems and helping others
• A strong technical foundation, especially within a SaaS support environment
• Prior experience in roles that merge the technical with the client-facing, such as engineering support or customer success
• Experience building documentation or technical how-to guides using a variety of media (text, images, video)
• A creative attitude toward problem solving, and enjoyment working directly with business stakeholders to help them get past roadblocks
• Ability to use conversational AI systems (like Claude, ChatGPT, and internal chatbots) to support researching, authoring, reviewing, and synthesizing support and enablement content

Nice To Haves

• Hands-on experience with YAML or JSON structures
• Proficiency with monitoring and analytics tools like Datadog or LogicMonitor
• A deep understanding of ETL processes, data warehousing, and contemporary data stack concepts
• Ability to break down complex technical concepts and communicate them to stakeholders verbally and in writing
• Practical experience with dbt

Responsibilities

• Support customers through diverse channels — tickets, email, and video — managing a range of issues from simple queries to intricate technical dilemmas
• Build and deepen your technical expertise across all facets of the dbt platform, so you're ready to assist with any challenge
• Take ownership of customer issues, from initial troubleshooting through to resolution
• Enhance our documentation, ensuring it's both technically accurate and easy to understand
• Proactively seek out professional development opportunities, always aiming to bring more to the team and our users
• Learn dbt Core and the dbt platform, and build technical expertise broadly across all areas of our product
• Collaborate with peers, engineering, and other stakeholders across time zones to deliver a high-quality support experience
• Use conversational AI tools to support researching, authoring, and reviewing support responses and internal documentation

Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
• RSU stock grants
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team-building activities
• Monthly cell phone stipend
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed