Director, Customer Solutions Engineering

Fivetran; Alice Springs; On-site; AUD 150,000 - 230,000; Full time

Job summary

Fivetran is seeking a Manager of Customer Solutions Engineering to lead our APJ enterprise support team and ensure high-quality technical assistance for dbt Cloud customers. You will guide hands-on engineering and support strategies across regions, driving faster adoption and retention.

You will mentor engineers, optimize processes, collaborate with product and engineering, and advocate for customers to shape product improvements.

Qualifications

• Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.
• Proven track record of building and leading high-performing technical support or engineering teams.
• 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.

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.

Skills

Technical leadership

SaaS environment

Customer support

Problem solving

Communication

Job description

Fivetran is seeking a Manager of Customer Solutions Engineering to lead our APJ enterprise support team and ensure high-quality technical assistance for dbt Cloud customers. You will guide hands-on engineering and support strategies across regions, driving faster adoption and retention.

You will mentor engineers, optimize processes, collaborate with product and engineering, and advocate for customers to shape product improvements.