Senior Customer Solutions Engineer
United StatesFull-TimeSenior
Salary111000 - 176000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLGitSnowflakeAirflowCI/CDRESTful APIsBigQuery
Requirements
- 5+ years of experience in technical support, software engineering, or technical consulting within a SaaS or data-focused environment.
- Strong expertise in troubleshooting SQL.
- Strong expertise in troubleshooting templating languages (Jinja or Liquid).
- Strong expertise in troubleshooting structured data formats such as YAML.
- Experience working with modern data stack tools such as Snowflake, BigQuery.
- Experience with Git-based workflows.
- Experience with orchestration tools like Airflow or Dagster.
- Proven ability to manage escalations to engineering teams with clear, reproducible, and well-documented technical issues.
- Excellent written and verbal communication skills.
- Strong customer empathy and a problem-solving mindset.
- Experience working in distributed, cross-functional teams across multiple time zones.
- Familiarity with authentication, APIs, or CI/CD pipelines is a strong plus.
Responsibilities
- Diagnose and resolve complex technical issues related to dbt workflows, SQL queries, templating languages (Jinja/Liquid), YAML configurations, and cloud data platforms.
- Serve as a frontline escalation point, ensuring accurate root cause analysis and effective communication with engineering teams for issue resolution.
- Engage with customers to clarify goals, context, and expected outcomes before proposing solutions or workarounds.
- Manage a high volume of support cases while maintaining strong time-to-resolution and high customer satisfaction.
- Provide clear, proactive communication throughout the lifecycle of support cases, including status updates and expectation setting.
- Create and maintain internal documentation, troubleshooting guides, and enablement materials to improve team efficiency and knowledge sharing.
- Collaborate with cross-functional teams across engineering, product, and support to improve processes and reduce recurring issues.
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