Strategic Support Engineer (EMEA)
EMEA - Distributed - Remote /
Support /
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.
dbt Labs is a remote-first company with a globally distributed team. This role is open to individuals based outside of the United States, subject to the dbt Labs’s internal approval process and ability to employ in jurisdictions outside the United States. dbt Labs currently has operations in the UK, Ireland, Australia and Germany.
This role is open to residents of: Germany, Ireland, and the United Kingdom.
Please note we are not able to provide Visa sponsorship for this role at this time.
dbt Labs is on a mission to help analysts create and disseminate organizational knowledge. Having pioneered the practice of analytics engineering, we're now fortunate to support a community of over 20,000 data practitioners committed to changing how data teams work together and dbt Cloud enables this at scale. As we grow, we want to ensure dbt Cloud customers can get the help they need as they ship trusted data faster than ever!
In this role you will...
- 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 and working with our Product and Engineering teams to coordinate incident communications
You are a good fit if you have:
- 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
You'll have an edge if you have:
- 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
Compensation & Benefits
- Salary: £146,292 - £164,587 or £122,305 - £137,593
- 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:
- An initial phone screen with a recruiter will help us align on the role and the skills and experiences we mutually value
- If we both agree there's a potential fit, we'll ask you to complete some follow-up reading and go through a more comprehensive technical screen where you will demonstrate your expertise
- Successful candidates will be asked to participate in a panel interview round consisting of interviews with 3 team members
- Our preferred candidate will be invited to a final interview with a member of our Leadership Team
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 recruiting@dbtlabs.com if you need assistance or accommodation due to disability.
Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI page here.
dbt Labs reserves the right to amend or withdraw the posting at any time.
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