Manager, Customer Support Engineering

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead and nurture a team of Customer Solutions Engineers throughout the APJ regions, ensuring top-tier technical support for enterprise clients.

• Formulate and execute support processes to improve support operations, enabling smooth and effective issue resolution.

• Cultivate an environment of continuous learning and professional development within your team, ensuring they are prepared to support the dynamic landscape of dbt Cloud and the modern data stack.

• Work in collaboration with cross-functional teams to boost customer satisfaction, enhance product adoption, and provide a seamless customer experience.

• Track and evaluate team performance, offering consistent feedback and coaching to enhance efficiency and effectiveness.

• Advocate for customers within the organization, ensuring their requirements and feedback shape product development and innovation.

• Set a strong example by providing hands-on support and guidance to both customers and team members, striving for excellence in every interaction.

⛳️ Requirements

• Significant experience in technical support or engineering, ideally with enterprise-level customers in a SaaS setting.

• A solid history of constructing and leading high-performing technical support or engineering teams.

• Outstanding problem-solving abilities, capable of addressing complex technical challenges and delivering effective solutions.

• Superior communication and interpersonal skills, able to navigate diverse cultural and regional differences within a global team.

• Proficiency in project and program management, with a strong ability to organize, prioritize, and oversee cross-functional projects.

🏝️ Benefits

• 100% employer-funded medical insurance

• Generous paid time-off policy (PTO), in addition to paid sick leave, inclusive parental leave, holidays, and volunteer days off

• RSU stock grants*

• Opportunities for professional development and training

• Company virtual happy hours, complimentary food, and engaging team-building activities

• Monthly cell phone stipend

• Access to an innovative mental health support platform that provides personalized care and resources, including therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.