About Us
dbt Labs was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, we've grown to become one of the most respected brands in the analytics industry. Our product, dbt, is used by thousands of companies.

dbt Labs is a remote-first company with a globally distributed team. This role is open to individuals based outside of the United States, subject to the dbt Labs's internal approval process and ability to employ in jurisdictions outside the United States. dbt Labs currently has operations in the UK, Ireland, Australia and Germany.

As a Customer Support Specialist, you will be responsible for surprising and delighting our dbt Cloud users who are stuck and need our help. The user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs (every product has them!)

In this role, you can expect to:

Become a dbt Cloud expert
Work a daily defined "shift" responding to tickets submitted by dbt Cloud customers via email or live chat, with the flexibility to increase that time to cover gaps due to illness, vacation, etc.
Adhere to response and escalation SLAs and expectations
Demonstrate care and empathy in potentially tense or high pressure situations and set clear expectations for the next steps in their support journey
When not responding to tickets, help update and create new support documentation, contribute to process improvements, and assist your teammates

You are a good fit if you have:

Have experience in customer support using a ticketing system like Jira Service Desk, Zendesk, Salesforce Service Cloud, or similar.
Are SQL proficient - you can read a SQL statement with SELECT, JOIN, and WHERE and understand what the query does and how it would be used
Have a passion & enthusiasm for helping customers succeed
Are a self-starter & eager to learn
Have a high attention to detail
Have excellent verbal and written communication skills in English
Are thoughtful about collaboration and communication with other departments
Have a passion for being an inclusive teammate and involved member of the community

You'll have an edge if you have:

You have experience working in customer success or support for a technical product at a SaaS company or startup
Exposure to basic programming concepts and coding - this could be coursework in something like python or ruby or experience writing scripts
You are comfortable creating and narrating "how to" videos to help others learn
You understand how git works and can explain it to others
You have worked on a globally distributed remote team
A passion for analytics

Compensation & Benefits

Salary: ?59,431 - ?77,717
Equity Stake
Benefits: In the US, dbt Labs offers unlimited vacation (and yes we use it!), 401k w/3% guaranteed contribution, excellent healthcare, paid parental leave and a home office stipend. For employees outside the United States, dbt Labs offers a competitive benefits package.*Equity or comparable benefits may be offered depending on the legal limitations

What to expect in the hiring process:

Fill out questions with this application! Because this role is heavily text based (ie chatting through a ticketing system with customers) these text based responses are an opportunity for you to highlight your written communication skills!
An initial phone screen with a recruiter will help us align on the role and the skills and experiences we mutually value
If we both agree there's a potential fit, we'll ask you to complete a follow-up task to read and prepare for a live Slack chat. You can anticipate spending 1 hour preparing.
Live Slack Chat with a current Customer Support Specialist (45 minutes on Slack)
Successful candidates will be asked to participate in a panel interview round consisting of interviews with 3 team members
Our preferred candidate will be invited to a final interview with a member of our Leadership Team

Who we are
At dbt Labs, we have developed strong opinions on how companies should practice analytics.

Specifically, we believe that:
- Code, not graphical user interfaces, is the best abstraction to express complex analytic logic
- Data analysts should adopt similar practices and tools to software developers
- Critical analytics infrastructure should be controlled by its users as open source software
- Analytic code itself?-?not just analytics tools?-?will increasingly be open source

It turns out that a lot of other people believe this too! Today there are 9,000 companies using dbt every week, 30,000 practitioners in the dbt Community Slack, and 1,800 companies paying for dbt Cloud. Our customers include JetBlue, Hubspot, Vodafone New Zealand, and Dunelm. dbt is synonymous with the practice of analytics engineering, defining an entire industry. We're backed by top investors including Andreessen Horowitz, Sequoia Capital, and Altimeter. We recently raised our series D: read the announcement here!

dbt Labs is an equal opportunity employer. We're committed to building an inclusive team that welcomes a diversity of perspectives, people, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We feel strongly that whether or not your experience exactly fits the job description, your passion and skills will stand out and set you apart even if your career has taken some twists and turns. If you are on the fence about whether you meet our requirements, we encourage you to apply anyway! Please reach out to us directly at recruiting@dbtlabs.com if you need assistance or accommodation due to disability.

Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI page here.

dbt Labs reserves the right to amend or withdraw the posting at any time.

#LI-Remote

Summary
Company name: dbt Labs
Remote job title: Customer Support Specialist
Job tags: Jira, SQL, Technical Support