Customer Solutions Engineer II

Triwill Group; Colorado; Hybrid; USD 112,000 - 134,000; Full time

Benefits offered by this job

100% employer-paid medical insurance

Generous PTO and holidays incl. year‑e

RSU stock grants

Professional development and training

Team-building activities and virtual/h

Monthly cell phone stipend

Mental health support platform

Job summary

Fivetran and dbt Labs are seeking a Senior Customer Solutions Engineer to provide frontline technical support for dbt Labs customers across tickets, email, and video. This full-time remote role is based out of the AMER-East region and involves building expertise across the dbt platform.

You will own customer issues from troubleshooting to resolution, contribute to accurate documentation, and collaborate with engineering and other teams across time zones to ensure a high-quality support

Qualifications

• Demonstrated expertise in coding languages, SQL, APIs, and understanding network requests.
• Exceptional written and verbal communication skills.
• A genuine drive for solving problems and helping others.
• A strong technical foundation in a SaaS support environment.
• Prior experience merging technical work with client-facing roles such as engineering support or customer success.
• Experience building documentation or technical how-to guides using multiple media (text, images, video).

Responsibilities

• Support customers through tickets, email, and video, addressing a range of issues from simple queries to intricate technical dilemmas.
• Build and deepen technical expertise across the dbt platform to assist with any challenge.
• Take ownership of customer issues from initial troubleshooting to resolution.
• Enhance documentation to be technically accurate and easy to understand.
• Seek professional development opportunities to contribute more to the team and users.
• Collaborate with peers, engineering, and stakeholders across time zones to deliver a high-quality support experience.
• Use conversational AI tools to research, author, and review support responses and internal documentation.

Skills

SQL

APIs

Written communication

Verbal communication

SaaS support

Tools

dbt

Zendesk

Datadog

LogicMonitor

YAML

JSON

Job description

About Us

Fivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data. Together, we’re delivering the data infrastructure layer that helps organizations move, transform, and trust their data — from the moment data moves, through every transformation, to the context teams and AI systems rely on. Fivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on. dbt Labs pioneered analytics engineering, helping teams transform data into reliable, governed insights. Together, we support thousands of organizations as they build a trusted foundation for analytics, AI, and better business decisions. As we bring our teams and technology together, we’re building on the strengths of both companies while continuing to deliver the products and experiences our customers know and trust. It’s an exciting time to join us: we’re creating a company with the scale, talent, and technology to help more organizations put their data to work with greater speed, confidence, and impact. During this transition period, you may see references to both Fivetran and dbt Labs throughout our recruiting process as we integrate our teams, systems, and career sites.

About the Role

Fivetran and dbt are building data pipelines to power the modern data stack for thousands of companies. We’re looking for a customer solutions engineer, Senior Customer Solutions Engineering (CSE) team — frontline technical support for dbt Labs customers across tickets, email, and video, ranging from simple questions to complex technical issues. This is a full-time remote position based out of the AMER-East region.

Technologies You’ll Use

dbt (Core and dbt platform), SQL, APIs, YAML/JSON, Zendesk, Datadog or LogicMonitor, common data warehouses (e.g. Snowflake, BigQuery)

What You’ll Do

• Support customers through diverse channels — tickets, email, and video — managing a range of issues from simple queries to intricate technical dilemmas
• Build and deepen your technical expertise across all facets of the dbt platform, so you're ready to assist with any challenge
• Take ownership of customer issues, from initial troubleshooting through to resolution
• Enhance our documentation, ensuring it's both technically accurate and easy to understand
• Proactively seek out professional development opportunities, always aiming to bring more to the team and our users Learn dbt Core and the dbt platform, and build technical expertise broadly across all areas of our product
• Collaborate with peers, engineering, and other stakeholders across time zones to deliver a high-quality 1 support experience
• Use conversational AI tools to support researching, authoring, and reviewing support responses and internal documentation

Skills We’re Looking For

• Demonstrated expertise in coding languages, SQL, APIs, and understanding network requests
• Exceptional written and verbal communication skills
• A genuine drive for solving problems and helping others
• A strong technical foundation, especially within a SaaS support environment
• Prior experience in roles that merge the technical with the client-facing, such as engineering support or customer success
• Experience building documentation or technical how-to guides using a variety of media (text, images, video)
  Bonus Skills
  • Hands‑on experience with YAML or JSON structures
  • Proficiency with monitoring and analytics tools like Datadog or LogicMonitor
  • A deep understanding of ETL processes, data warehousing, and contemporary data stack concepts
  • Ability to break down complex technical concepts and communicate them to stakeholders verbally and in writing
  • Practical experience with dbt

  The compensation range displayed on this job posting reflects the minimum and maximum target for new hire compensation for the target position and level, and may include sales incentives or target bonuses depending on the role. Our compensation ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual compensation is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The compensation range is subject to change and may be modified in the future. Your recruiter can share more about the specific compensation range for your location during the hiring process.

  Denver Pay Range

  \$111,714 — \$134,062 USD

  Perks and Benefits
  • 100% employer-paid medical insurance *
  • Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays (including a year end Global Week of Rest), and volunteer days off
  • RSU stock grants*
  • Professional development and training opportunities
  • Company virtual happy hours, free food, and fun team-building activities
  • Monthly cell phone stipend
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

  Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world‑class company to better serve our customers, our people and our communities.

  We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

  To learn more about our candidate privacy policy, you can read our statement here.

  We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.