← All roles

Manager, Customer Support Engineering

Fivetran· Customer Support Department
Apply on company site
Hybrid (Remote, Australia, APAC)full-timePosted 3mo ago

About the role

Manager of the Customer Solutions Engineering team responsible for leading APJ regional support for dbt Cloud, improving adoption, satisfaction, and retention by providing high-quality enterprise technical support and guiding product feedback.

Responsibilities

  • Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers.
  • Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution.
  • Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of 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.
  • Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation.
  • Lead by example, offering hands-on support and guidance to both customers and team members, driving towards excellence in every interaction.

Qualifications

  • Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment.
  • A proven track record of building and leading high-performing technical support or engineering teams.
  • Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions.
  • Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team.
  • Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects.
  • Experience with analytics engineering tools and processes.
  • Familiarity with SQL, including the ability to read, interpret, and write queries.
  • Proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating “the voice of the customer”.

Skills

Required:Technical support leadershipProblem solvingCommunication and collaborationProject and program managementSQL
Nice to have:Analytics engineering tools

Benefits

  • 100% employer-paid medical insurance
  • Generous paid time away from work, including paid vacation or flexible/unlimited vacation depending on role and country, plus paid sick time, inclusive parental leave, paid holidays, including 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 fun team-building activities
  • Monthly cell phone stipend
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.
Last updated Sep 23, 2026. Interested? Apply on the company site.
Fivetran logo

About Fivetran

Moving data. Powering innovation.

Effortlessly centralize all the data you need so your team can deliver better insights, faster.

data movementconnectorsETLELTdata integrationanalytics
Company profileWebsite

More open roles at Fivetran