Manager, Customer Support Engineering

Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations.

Responsibilities

Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers; Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution; Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack; Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience; Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness; Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation; Lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction

Requirements

Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment; A proven track record of building and leading high-performing technical support or engineering teams; Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions; Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team; Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects; Experience with analytics engineering tools and processes; Familiarity with SQL, including the ability to read, interpret, and write queries; A proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating "the voice of the customer"

Benefits

100% employer-paid medical insurance; Generous paid time away from work, including paid vacation or flexible/unlimited vacation depending on role and country, plus paid sick time, inclusive parental leave, paid holidays, including a year-end Global Week of Rest, 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