Senior Customer Solutions Engineer - US

What You’ll Be Responsible For:

• 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.

Success Looks Like:

• You understand how dbt fits into the modern data stack, and how our users use dbt in concert with other tools like Snowflake, BigQuery, GitHub, Airflow, or Okta.
• You consistently solve a high percentage of tickets, handle 6–10 cases per 4-hour shift, and reduce time-to-solution for users.
• You escalate issues with precision, submitting clear, reproducible bugs or feature requests — not vague or misrouted cases.
• Customers consistently rate you highly through CSAT surveys, even when their problems are complex or solutions take time.
• Your documentation is referenced regularly by peers, indicating internal impact and knowledge leadership.