Strategic Support Engineer (East Coast)
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.
- Ensure consistent, high quality support of very large, strategic customers, gaining a deep understanding of their data architecture, development workflows, and security requirements
- Develop customer-specific runbooks and reports to ensure effective and consistent support is provided across our broader team
- Lead investigations of high-impact issues or incidents affecting your assigned customers
- Partner with Customer Success, Revenue, and Engineering teams to ensure successful achievement of Support SLAs and timely resolution of high-impact bugs
- Participate in regular rotations for weekday and weekend on-call coverage (daytime only), providing emergency support to customer and working with our Product and Engineering teams to coordinate incident communications
- 4+ years experience troubleshooting SaaS applications, REST APIs, and associated infrastructure for Enterprise-size companies (>2500 employees)
- Exemplary verbal and written communication skills in English
- Experience managing communications with a mix of technical and non-technical leaders in Enterprise accounts
- Created support runbooks, customer-facing technical documentation, or consulting leave behind documentation
- Managed cases throughout the entire support lifecycle from triage and reproduction to writing bug reports for hand off to engineering, and case resolution
- Experience being on-call and can jump into a complex, high pressure situation and make sense of and communicate clearly to others what's going on
- Experience with data model development in dbt and/or Looker
- Experience in deploying and troubleshooting at least two of: Identity Management and Authentication, dbt Core, Git, Cloud Filesystems, Kubernetes, Cloud databases, Python
- Experience in an Escalation Manager, Incident Commander or similar role
- Supported FiveTran, dbt or Looker in a Large Enterprise environment
- Salary: $160,000 - $180,000
- Equity:Â 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 (all video interviews via Zoom unless accommodations are needed):- Interview with a Talent Acquisition PartnerÂ
- Technical Task and Interview with Hiring Manager
- Three Team Interviews (1:1s)
- Final interview with one of our Values Carriers
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 [email protected] if you need assistance or an accommodation.Â
Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI page here.Â
dbt Labs reserves the right to amend or withdraw the posting at any time.
Date Posted
02/14/2023
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