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dbt Labs Logo dbt Labs · IT - Administration

Manager, Customer Solutions Engineering

Australia 203000.00 - 246000.00 AUD / Year · Job Posted December 08, 2025
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Job Description

Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations.

Job Responsibility

  • 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

Requirements

  • Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment
  • A proven track record of building and leading high-performing technical support or engineering teams
  • Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions
  • 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

Nice to have

  • Experience with analytics engineering tools and processes
  • Familiarity with SQL, including the ability to read, interpret, and write queries
  • A proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating “the voice of the customer”

What we offer

  • Unlimited vacation
  • 401k w/3% guaranteed contribution
  • Excellent healthcare
  • Paid Parental Leave
  • Wellness stipend
  • Home office stipend
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