Customer Support Engineering Manager (SaaS)

TL;DR

Customer Support Engineering Manager (SaaS): Leading and developing a team of Customer Solutions Engineers across APJ regions to ensure high-quality technical support for enterprise customers with an accent on support operations and retention. Focus on implementing efficient issue resolution processes, driving dbt Cloud adoption, and advocating for customer feedback to influence product innovation.

Location: Remote, Australia

Company

hirify.global and dbt Labs provide data infrastructure that helps organizations move, transform, and trust their data for analytics and AI.

What you will do

• Lead and develop a team of Customer Solutions Engineers across the APJ regions.
• Strategize and implement support processes to enhance operations and issue resolution.
• Foster a culture of continuous learning and professional growth within the technical team.
• Collaborate cross-functionally to improve customer satisfaction and drive product adoption.
• Monitor and analyze team performance through regular feedback and coaching.
• Advocate for customers to ensure their needs influence product development.

Requirements

• Extensive experience in technical support or engineering within a SaaS environment for enterprise customers.
• Proven track record of building and leading high-performing technical teams.
• Exceptional problem-solving skills for handling complex technical issues.
• Excellent communication skills for navigating regional nuances within a global team.
• Adeptness at project and program management to organize cross-functional projects.
• Must be based in Australia

Nice to have

• Experience with analytics engineering tools and processes.
• Familiarity with SQL, including the ability to read and write queries.
• Experience collaborating with engineering and product teams for bug triage and quantitative feedback.

Culture & Benefits

• 100% employer-paid medical insurance.
• Generous paid time-off (PTO), paid sick time, and inclusive parental leave.
• RSU stock grants.
• Professional development and training opportunities.
• Monthly cell phone stipend and access to a mental health support platform.