Opportunity at
FivetranManager, Customer Support Engineering
Fivetran delivers a data infrastructure layer that helps organizations automate data movement, while dbt Labs specializes in analytics engineering for governed insights. Together, the combined entity…
Career Tools
About This Role
Fivetran delivers a data infrastructure layer that helps organizations automate data movement, while dbt Labs specializes in analytics engineering for governed insights. Together, the combined entity supports thousands of clients in establishing a trusted foundation for analytics, AI, and business decisions. The organization is seeking a Manager, Customer Support Engineering to lead the Customer Solutions Engineering team across the APJ regions. This individual serves as the primary defense tier for…
Job Description
Fivetran delivers a data infrastructure layer that helps organizations automate data movement, while dbt Labs specializes in analytics engineering for governed insights. Together, the combined entity supports thousands of clients in establishing a trusted foundation for analytics, AI, and business decisions.
The organization is seeking a Manager, Customer Support Engineering to lead the Customer Solutions Engineering team across the APJ regions. This individual serves as the primary defense tier for enterprise users of dbt Cloud, aiming to maximize platform usage and boost client retention through effective adoption strategies.
The role involves directing technical support staff, building operational workflows, and cultivating professional development. Candidates will collaborate across departments to improve satisfaction levels, assess performance metrics, and represent the customer perspective to internal product teams. The position suits a collaborative technical leader experienced in global SaaS environments who can provide hands-on guidance and strategic oversight.
Responsibilities
- Manage and mentor a team of Customer Solutions Engineers within the APJ regions
- Design and execute support procedures to optimize operations and ensure efficient troubleshooting
- Promote continuous learning and professional improvement among team members
- Partner with cross-functional departments to drive product utilization and client satisfaction
- Track and evaluate team performance metrics, delivering regular coaching and feedback
- Represent the voice of the customer internally to shape product innovation and bug triage
- Provide direct technical guidance and hands-on assistance to clients and staff
Requirements
- Extensive background in technical support or engineering within an enterprise SaaS setting
- Demonstrated history of building and managing high-performing technical teams
- Strong problem-solving abilities for addressing intricate technical challenges
- Effective interpersonal skills for collaborating within a diverse, global environment
- Demonstrated skill in project and program management across multiple departments
- Practical background using analytics engineering tools
- Familiarity with writing, reading, and interpreting SQL queries
- Experience working alongside product and engineering groups on scalable support solutions
Core Skills
Benefits
- 100% employer-paid medical insurance
- Generous paid time away from work including vacation, sick time, and parental leave
- Paid holidays featuring a year-end Global Week of Rest and volunteer days off
- RSU stock grants
- Professional development and training opportunities
- Company virtual happy hours, free food, and team-building activities
- Monthly cell phone stipend
- Access to a mental health support platform offering personalized care and mindfulness resources
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this role?
The posting specifies that this is a full-time position.
What is the location or remote policy for this job?
The specific office location is not stated in the source posting.
What salary does Fivetran offer for this position?
The salary details are not stated in the job posting.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
