Manager, Customer Support Engineering

Fivetran
Australia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Communication","Problem-solving","Coaching","Project management"]

Lead and develop a Customer Solutions Engineering team across APJ regions, providing high-quality technical support for enterprise dbt Cloud customers. Drive support operations through improved processes, coaching, and continuous learning. Partner cross-functionally to boost customer satisfaction and product adoption, advocate for customer feedback to influence product development, and lead by example with hands-on technical support and guidance.

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FursaFursa
Fivetran
Fivetran
4 weeks ago

Manager, Customer Support Engineering

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead and develop a Customer Solutions Engineering team across APJ regions, providing high-quality technical support for enterprise dbt Cloud customers. Drive support operations through improved processes, coaching, and continuous learning. Partner cross-functionally to boost customer satisfaction and product adoption, advocate for customer feedback to influence product development, and lead by example with hands-on technical support and guidance.
Location: Australia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of Customer Solutions Engineers across APJ regions, ensuring high-quality technical support for enterprise customers.
  • •Strategize and implement support processes to enhance support operations and enable smooth issue resolution.
  • •Foster continuous learning and professional growth to keep the team equipped for dbt Cloud and the modern data stack.
  • •Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience.
  • •Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsurancePaid LeaveParental LeaveRsusLearning BudgetCell Phone

Key Requirements

  • •Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.
  • •Proven track record building and leading high-performing technical support or engineering teams.
  • •Strong problem-solving skills to handle complex technical issues and deliver effective solutions.
  • •Excellent communication and interpersonal skills for navigating diverse cultural and regional nuances.
  • •Experience with project and program management, plus familiarity with SQL and analytics engineering tools/processes.
Experience:Enterprise customersSaaSAnalytics engineeringModern data stack
Skills:LeadershipCommunicationProblem-solvingCoachingProject management
Languages:English
Tech Stack:SQL

Company Brief

Fivetran
Provides automated data integration and replication software that moves data from hundreds of sources into cloud data warehouses and analytics platforms. Helps engineering and analytics teams keep data pipelines reliable, current, and low-maintenance.
Industry: Data Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Oakland, United States
Founded: 2012
WebsiteLinkedIn