Customer Solutions Engineer

Fivetran • Philadelphia, PA

2d • 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 involves providing frontline technical support for dbt Labs customers across tickets, email, and video, addressing a range of issues from simple questions to complex technical problems. This is a full-time remote position based out of the AMER-East region, specifically 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 technical expertise across all facets of the dbt platform to assist with any challenge
• Take ownership of customer issues, from initial troubleshooting through to resolution
• Enhance documentation, ensuring it's both technically accurate and easy to understand
• Proactively seek out professional development opportunities
• 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

What This Job Offers

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