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We're looking to add a new team member to our growing Customer Solutions Engineering team in the Philippines. This team is made up of creative problem-solvers who thrive on helping others, take pride in setting clear expectations—and exceeding them—and know how to deliver an exceptional customer experience, even when the answer isn’t immediate. We work across multiple channels to support users of dbt Cloud, diving deep into technical issues while continuously building our expertise. If you love solving hard problems, communicating clearly, and learning something new every day, we’d love to meet you. Please note that employees in this role may be required to work overnight shifts and on Philippine holidays.
Job Responsibility:
Support customers through diverse channels: tickets, email, and video, managing a diverse range of issues from simple queries to intricate technical dilemmas
Build and deepen your technical expertise across dbt products, with a focus on dbt Cloud and new capabilities such as Fusion
Support customers through tickets, email, and video, managing issues from quick questions to complex technical challenges while upholding Support SLAs
Own customer issues end to end: troubleshoot, reproduce, and deliver fixes or high‑quality, reproducible escalations with clear impact statements
Clarify customer goals and context before proposing solutions to ensure accurate, durable outcomes
Contribute documentation and enablement that are technically accurate, easy to understand, and scalable
Actively coach and mentor teammates, raising the bar for technical quality and customer experience
Develop advanced knowledge in areas like platform architecture, administration, and integrations relevant to dbt products
Pursue professional growth with a clear development plan and manager support
Requirements:
3+ years in technical consulting, advanced support, or software development within a SaaS environment
Strong SQL troubleshooting and comfort with templating languages such as Jinja or Liquid
Experience with YAML and JSON configuration and interpreting network requests
Hands-on experience with REST APIs and token-based authentication
Demonstrated ability to produce precise, reproducible escalations with clear actual vs. expected outcomes
Excellent written and verbal communication for clear customer updates and crisp internal handoffs
Customer mindset with the discipline to clarify goals and constraints before proposing solutions
Nice to have:
Practical experience supporting or using dbt products, especially dbt Cloud and new capabilities such as Fusion
Understanding of Single Sign-On and SAML implementations, particularly with Azure AD or Okta
Familiarity with CI/CD workflows and tools such as GitHub, GitLab, or Azure DevOps
Working knowledge of Snowflake or BigQuery access models and roles
Observability experience with tools like Datadog and comfort working with logs and metrics
Code review experience and a strong bias toward documentation quality and reproducibility
Experience as an Incident Commander, especially in scenarios with high business impact
What we offer:
Flexible paid time off with a culture that actively encourages rest, recharging, and work-life balance
Healthcare: Comprehensive medical, dental, and vision coverage for you and your eligible dependents
Life & Disability Protection: Coverage aligned with local employment standards
Sick leave: Generous policy in line with local requirements, with additional flexibility for extended needs
Paid caregiver and medical leave to support your personal or family health needs
Retirement contributions: Participation in the Philippines' Social Security System (SSS), with employer and employee contributions
Observed national holidays, with additional flexibility in time off planning
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