Remote IT Jobs | Customer Support Engineer in Australia | Work From Home | July 2021 | dbt Labs | Apply Now

By | April 13, 2022

Job Responsibilities: Customer Support Engineer

Salary: $150,000 – $179,999 per year

Company: dbt Labs

Location: Remote

Working hours: Not mentioned

Education requirements: Background in Computer Science, Data Science, or Data Engineering.

Experience requirements: 3+ years experience in an advanced technical support or software development role for a SaaS product.

 

In this role, you can expect to…

  • Respond to escalations by Tier 1 support agents, primarily via chat
  • Participate in customer calls when needed to quickly troubleshoot and resolve issues
  • Become an expert in dbt and dbt Cloud, and help customers do the same!
  • Propose creative solutions to answer customer problems and help update and create technical documentation from these solutions to close the loop the next time a customer has a similar issue
  • Go beyond the question being asked; understand how our customers define their own success with dbt and help them work toward that
  • Adhere to response and escalation SLAs
  • Coordinate cross-departmentally to ensure feature requests and bugs are communicated to our product and engineering teams

We are looking for someone who has…

  • 3+ years experience in an advanced technical support or software development role for a SaaS product
  • A background in Computer Science, Data Science, or Data Engineering
  • Experience troubleshooting, optimizing, and debugging complex SQL queries and YAML files
  • A passion & enthusiasm for helping customers succeed
  • Excellent verbal and written communication skills with high attention to detail
  • Thoughtful about collaboration and communication with other departments
  • Written and spoken English proficiency

You have an edge if you have…

  • A passion for data and analytics
  • Ability to read, troubleshoot, and analyze Python
  • Experience working with cloud-based Identity Providers and Source Repositories
  • Experience troubleshooting web applications, protocols, and APIs on a variety of platforms
  • Experience with dbt.

Compensation & Benefits…

  • Compensation: $115,000-135,000 USD
  • Equity Stake
  • Benefits: Unlimited vacation, 401k w/ 3% guaranteed contribution, excellent healthcare, and paid parental leave
  • Application: Fill out questions with this application. Because this role is heavily text-based (ie chatting through a ticketing system with customers) these text-based responses are an opportunity for you to highlight your written communication skills!
  • Phone Screen with our Director, Customer Success
  • Technical Screen with an engineer and customer support lead
  • Panel Interviews with the Customer Support, Solutions Architecture, and Customer Success leadership team
  • Final Interview with the CEO.
Apply Now

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