Customer Solutions Engineer (SaaS)

TL;DR

Customer Solutions Engineer (dbt/SQL): Providing frontline technical support for dbt Labs customers across tickets, email, and video with an accent on troubleshooting complex technical issues and enhancing documentation. Focus on resolving intricate data pipeline challenges, collaborating with engineering teams, and utilizing conversational AI to improve support responses.

Location: Remote (Must be based in the AMER-East region, Texas, or Philadelphia)

Salary: $80,489 — $96,590.50 USD

Company

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

What you will do

• Manage customer support via tickets, email, and video, resolving issues from simple queries to complex technical dilemmas.
• Take full ownership of customer issues from initial troubleshooting through to resolution.
• Develop and maintain deep technical expertise in the dbt platform (Core and Platform).
• Collaborate with engineering and stakeholders across time zones to ensure a high-quality support experience.
• Improve technical documentation to ensure accuracy and ease of understanding.
• Leverage conversational AI tools to research and synthesize support and enablement content.

Requirements

• Must be based in the AMER-East region, Texas, or Philadelphia.
• Expertise in SQL, APIs, and a strong understanding of network requests.
• Proven experience in technical client-facing roles (engineering support or customer success) within a SaaS environment.
• Ability to create technical documentation and how-to guides using text, images, and video.
• Proficiency in using conversational AI systems (e.g., Claude, ChatGPT) for research and content creation.
• Exceptional written and verbal communication skills.

Nice to have

• Hands-on experience with YAML or JSON structures.
• Proficiency with monitoring tools like Datadog or LogicMonitor.
• Deep understanding of ETL processes, data warehousing, and the modern data stack.
• Practical experience with dbt.

Culture & Benefits

• 100% employer-paid medical insurance.
• Generous PTO, paid sick time, inclusive parental leave, and volunteer days.
• RSU stock grants.
• Professional development and training opportunities.
• Monthly cell phone stipend and access to a mental health support platform.
• Virtual happy hours and team-building activities.