Manager, Customer Support Engineering

About this role

<div class="content-intro"><p>From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.</p></div><p><span style="font-size: 10pt;"><strong>About Us</strong></span></p> <p><span style="font-size: 10pt;">Fivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data. Together, we’re delivering the data infrastructure layer that helps organizations move, transform, and trust their data — from the moment data moves, through every transformation, to the context teams and AI systems rely on. Fivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on. dbt Labs pioneered analytics engineering, helping teams transform data into reliable, governed insights. Together, we support thousands of organizations as they build a trusted foundation for analytics, AI, and better business decisions.</span></p> <p><span style="font-size: 10pt;">As we bring our teams and technology together, we’re building on the strengths of both companies while continuing to deliver the products and experiences our customers know and trust. It’s an exciting time to join us: we’re creating a company with the scale, talent, and technology to help more organizations put their data to work with greater speed, confidence, and impact. During this transition period, you may see references to both Fivetran and dbt Labs throughout our recruiting process as we integrate our teams, systems, and career sites.</span></p> <p><span style="font-size: 10pt;"><strong>About the role</strong></span></p> <p><span style="font-size: 10pt;">Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations. </span></p> <p><span style="font-size: 10pt;"><strong><span class="notion-enable-hover" data-token-index="0">What You'll Do</span></strong></span></p> <ul> <li><span style="font-size: 10pt;">Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers.</span></li> <li><span style="font-size: 10pt;">Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution.</span></li> <li><span style="font-size: 10pt;">Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack.</span></li> <li><span style="font-size: 10pt;">Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience.</span></li> <li><span style="font-size: 10pt;">Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness.</span></li> <li><span style="font-size: 10pt;">Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation.</span></li> <li><span style="font-size: 10pt;">Lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction.</span></li> </ul> <p><span style="font-size: 10pt;"><strong><span class="notion-enable-hover" data-token-index="0">Skills We're Looking For</span></strong></span></p> <ul> <li><span style="font-size: 10pt;">Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.</span></li> <li><span style="font-size: 10pt;">A proven track record of building and leading high-performing technical support or engineering teams.</span></li> <li><span style="font-size: 10pt;">Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions.</span></li> <li><span style="font-size: 10pt;">Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team.</span></li> <li><span style="font-size: 10pt;">Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects.</span></li> <li><span style="font-size: 10pt;">Experience with analytics engineering tools and processes.</span></li> <li><span style="font-size: 10pt;">Familiarity with SQL, including the ability to read, interpret, and write queries.</span></li> <li><span style="font-size:…