Manager, Customer Support Engineering

ABOUT THE ROLE We're seeking a Manager, Customer Support Engineering to lead our Customer Solutions Engineering team in the APJ regions. As the first line of defense for our Enterprise customers, you will play a pivotal role in impacting dbt Cloud's usage and increasing retention by helping users quickly adopt dbt Cloud within their organizations. WHAT YOU'LL DO As a Manager, Customer Support Engineering, you will be responsible for leading and developing a team of Customer Solutions Engineers to provide high-quality technical support for enterprise customers. You will strategize and implement support processes to enhance support operations, foster a culture of continuous learning and professional growth within your team, and collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience. You will also monitor and analyze team performance, provide regular feedback and coaching to improve efficiency and effectiveness, and advocate for customers within the organization to ensure their needs and feedback influence product development and innovation. You will lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction. WHAT YOU'LL NEED To be successful in this role, you will need extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment. You will have a proven track record of building and leading high-performing technical support or engineering teams, exceptional problem-solving skills, and excellent communication and interpersonal skills. You will also need to be adept at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects. Experience with analytics engineering tools and processes, familiarity with SQL, and a proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation will be an edge in this role. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and will be part of a global team. You will have the opportunity to collaborate with colleagues from diverse cultural and regional backgrounds and contribute to a company that is shaping the future of data infrastructure. BENEFITS We offer a comprehensive benefits package, including: - 100% employer-paid medical insurance - Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off - RSU stock grants - Professional development and training opportunities - Company virtual happy hours, free food, and fun team-building activities - Monthly cell phone stipend - Access to an innovative mental health support platform that offers confidential counseling and support services - Flexible schedule to accommodate your work style and personal needs