Responsibilities
- Diagnosing and resolving technically complex issues related to dbt, SQL queries, templating languages (Jinja/Liquid), and cloud data platforms.
- Clarifying customer goals and context before jumping into solutions — ensuring that any workaround or fix is anchored in what the customer truly needs.
- Root cause analysis — narrowing down issues quickly and precisely, resulting in faster time-to-resolution or high-quality escalation to engineering.
- Communication excellence — setting expectations, providing timely updates, and ensuring that even long-running cases resolve with high customer satisfaction.
- Bringing others along — explaining why something is happening, not just what’s happening, in a way that builds trust and shared understanding.
- Creating documentation and internal enablement material that help the broader team level up and improve efficiency across the support org.
Requirements
- 5+ years in a technical consulting, advanced support, or software development role within a SaaS environment.
- Proven experience troubleshooting SQL queries, templating languages like Jinja or Liquid, and working with YAML configurations.
- Excellent written and verbal communication; able to explain symptoms, root causes, and solutions clearly.
- Hands-on experience in managing escalations to Engineering, with attention to reproducibility and clarity.
- A collaborative, humble, and detail-oriented teammate who is passionate about helping others succeed.
- Comfortable working with distributed teams across time zones — especially cross-region Engineering partners.
Nice to Have
- Prior experience using or supporting dbt
- Experience with SAML, especially with Azure AD or Okta
- Working knowledge of API scripting (using access tokens), CI/CD pipelines (GitHub, Gitlab, Azure DevOps), or orchestration tools like Airflow or Dagster
- Familiarity with Snowflake or BigQuery access models (OAuth, Roles, Grants)
- Infrastructure fluency — ability to troubleshoot in cloud-hosted VPCs or bastion servers
Benefits
- Unlimited vacation time with a culture that actively encourages time off
- 401k plan with 3% guaranteed company contribution
- Comprehensive healthcare coverage
- Generous paid parental leave
- Health & wellness stipend
- Flexible stipends for: Home office setup, Learning and development, Office space, And more
Work Arrangement
Hybrid
Additional Information
- You’ll work on complex, high-impact problems in the analytics ecosystem
- Join a collaborative, deeply curious, and humble support team that prioritizes learning and empathy
- Access to a rich technical stack, supportive leadership, and the ability to have real influence on both product and process
