Manager, Customer Support Engineering
Leads and develops a regional Customer Solutions Engineering team providing technical support to enterprise dbt Cloud customers. The role focuses on support operations, customer adoption and retention, cross-functional collaboration, and coaching high-performing technical teams.
About the job
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 and facilitate efficient issue resolution.
- Foster continuous learning and professional growth within the team, equipping members to support the evolving dbt Cloud and modern data stack landscape.
- Collaborate with cross-functional teams to improve 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 so their needs and feedback influence product development and innovation.
- Provide hands-on support and guidance to customers and team members.
Requirements
- Extensive experience in technical support or engineering, preferably supporting enterprise customers in a SaaS environment.
- Proven experience building and leading high-performing technical support or engineering teams.
- Exceptional problem-solving skills and the ability to resolve complex technical issues.
- Excellent communication and interpersonal skills, including the ability to navigate diverse cultural and regional contexts within a global team.
- Project and program management experience, including organizing, prioritizing, and managing cross-functional projects.
- Experience with analytics engineering tools and processes.
- Familiarity with SQL, including reading, interpreting, and writing queries.
- Experience collaborating with engineering and product teams on scalable solutions for bug triage and investigation, quantitative product feedback, and communicating the voice of the customer.
Benefits
- 100% employer-paid medical insurance, subject to country and worker type.
- Generous paid time off, paid sick time, inclusive parental leave, holidays, a year-end Global Week of Rest, and volunteer days off.
- RSU stock grants, subject to country and worker type.
- Professional development and training opportunities.
- Company virtual happy hours, free food, and team-building activities.
- Monthly cell phone stipend.
- Access to a mental health support platform offering therapy, coaching, and self-guided mindfulness resources for covered employees and dependents.
Skills
SQL, Dbt Cloud, Analytics Engineering, Technical Support, SaaS, Bug Triage, Product Feedback, Project Management, Program Management, Data Warehousing
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