Remote job description

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 leading brands in the analytics industry. Our product, dbt, is used by thousands of companies. dbt Labs is a remote-first, values-driven company with a globally distributed team. You can learn more about our values here.

The Manager, Customer Support Engineering will take the lead on onboarding, developing and supporting Customer Support Engineers in their area of Geographic coverage (for this role at this time - focus will be US West & APAC and US East & EMEA, respectively) and will also champion one or more areas of Operational Excellence across scaled support (e.g. Quality, Customer Support Experience).

In this role, you will:

    • Hire, onboard and ramp new team members to set them up for success
    • Balance the needs of a global team across time working tickets, time working documentation, scaled initiatives, and professional development
    • Contribute to the development of our global support strategy by being accountable to one or more areas of Operational Excellence and driving related initiatives within support
    • Drive operational excellence within your team and achievement of SLAs and OKRs
    • Actively coach and mentor other members of the team through 1:1s and quality review
    • Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to our customers and working with our Engineering team to coordinate incident communications

You are a good fit if you have:

    • 5+ years of experience as a Software Engineer, Support Engineer, or Analytics Engineer preferably for a SaaS software company
    • 2+ years as a people manager, preferably at a high-growth startup
    • Advanced analytical and problem solving skills - you can jump in to the role of a Support Engineer where and when needed and can actively coach your team members on how to find solutions and communicate effectively
    • Experience working end-to-end within a technical escalation process, from customer requests to engineering
    • Strong project/program management skills - you are a highly structured arranger and facilitator and are energized by bringing order to chaos

You'll have an edge if you have:

    • Advanced subject matter expertise in one or more of: Identity Management and Authentication, Kubernetes or Python
    • Managed a global Tier 2 or Tier 3 support team through a rapid period of growth and specialization
    • Managed incident response or outbound communication for company-wise technical or security incidents
    • Created support hand-off processes in a 24/5 or 24/7 follow-the-sun support model
    • Coached high-performing technical team members along individual contributor and people management career paths

Compensation & Benefits

    • Salary: $160,000 - $180,000
    • Equity Stake
    • Benefits: Unlimited vacation, 401k w/ 3% guaranteed contribution, excellent healthcare, office and cell/internet stipends, and paid parental leave

What to expect in the hiring process:

    • An initial phone screen with a Talent Partner that will help us align on the role and the skills and experiences we mutually value
    • An introductory call with our Head of Customer Support to learn more about the role and your experience
    • If we both agree there's a potential fit, we'll ask you to complete a follow-up technical task
    • 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 Round interview with a member of our executive 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 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.


Company name: dbt Labs
Remote job title: Manager, Customer Support Engineering
Job tags: Software as a Service, Software Project Management, analytics

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