Manager, Customer Support Engineering

About the role

The Manager of Customer Solutions Engineering will lead a team of engineers providing technical support to enterprise customers in the APJ region. This role focuses on driving product adoption, improving retention, and ensuring a seamless customer experience for dbt Cloud users. The manager will act as a key advocate for customer needs while fostering a culture of continuous learning and operational excellence within the team.

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.

Required skills

• Technical support
• Engineering
• SaaS
• Team leadership
• Problem-solving
• Project management
• Program management

Nice to have

• Analytics engineering
• SQL

Benefits

• Medical insurance
• Paid time-off
• Paid sick time
• Parental leave
• RSU stock grants
• Professional development
• Cell phone stipend
• Mental health support

About the Company

Fivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on. Together with dbt Labs, they provide the data infrastructure layer that helps organizations move, transform, and trust their data.