[All remote jobs](https://jobicy.com/jobs.md)[![Fivetran logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3b8e4532-221-1.jpg)](https://jobicy.com/company/fivetran.md)[Fivetran](https://jobicy.com/company/fivetran.md) # Manager, Customer Support Engineering AI Summary Fivetran is hiring a Manager, Customer Support Engineering to lead Customer Solutions Engineers supporting enterprise dbt Cloud customers across APJ. The role combines people leadership, hands-on technical escalation support, support-process design, and cross-functional work with engineering and product teams. The manager will improve issue resolution, product adoption, retention, bug triage, and the flow of customer feedback into product decisions. Strong SaaS support leadership, SQL fluency, analytics-engineering knowledge, project management, and communication across regional cultures are central to success.[Apply for this job](#job-application)[View company](https://jobicy.com/company/fivetran.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished9 Nov 2026Apply before9 Dec 2026Listing views63Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. From [Fivetran](https://jobicy.com/company/fivetran.md)’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven. About Us Fivetran and dbt Labs are bringing together two industry-leading companies with a shared mission: helping organizations unlock the full value of their data. Together, we’re delivering the data infrastructure layer that helps organizations move, transform, and trust their data — from the moment data moves, through every transformation, to the context teams and AI systems rely on. Fivetran helps organizations automate data movement across the systems, clouds, engines, and tools they rely on. dbt Labs pioneered analytics engineering, helping teams transform data into reliable, governed insights. Together, we support thousands of organizations as they build a trusted foundation for analytics, AI, and better business decisions. As we bring our teams and technology together, we’re building on the strengths of both companies while continuing to deliver the products and experiences our customers know and trust. It’s an exciting time to join us: we’re creating a company with the scale, talent, and technology to help more organizations put their data to work with greater speed, confidence, and impact. During this transition period, you may see references to both Fivetran and dbt Labs throughout our recruiting process as we integrate our teams, systems, and career sites. About the role Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud’s usage and increase retention by helping users quickly adopt dbt Cloud within their organizations. What You’ll Do * 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. Skills We’re Looking For * 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. * A 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”. #LI-REMOTE #LI-SA1 Perks and 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. *May vary by country and worker type – please reach out to your recruiter for more information Click [here](https://drive.google.com/drive/folders/1CdawUwjo1Q1B7ghZJ_owdmmHB8VtqhBu?usp=sharing) to learn more about Fivetran’s Benefits by Region. We’re honored to be [valued at over $5.6 billion](https://fivetran.com/blog/hvr-acquisition-series-d), but more importantly, we’re proud of our [core values of Get Stuck In, Do the Right Thing, and One Team, One Dream](https://fivetran.com/culture). Read about us in [Forbes](https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf). Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities. To learn more about Fivetran’s culture and what it’s like to be part of the team, [click here](https://www.youtube.com/watch?v=xlhtp4dGh8o) and enjoy our video. To learn more about our candidate privacy policy, you can [read our statement here](https://fivetran.com/candidate-privacy). We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don’t hesitate to submit your request by filling out this [form](https://forms.gle/V7k3t4u9j523XkEt6). We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability. Show more [Apply now >](https://jobicy.com/jobs/160038-manager-customer-support-engineering-2.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior support leadership position responsible for both team performance and complex enterprise technical outcomes. It requires balancing escalations, coaching, operational improvement, and influence with product and engineering stakeholders. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$150,000US market range (per year)$125k–$180k0$198.00k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer base salary is disclosed. The figures shown are estimated annual USD market compensation for a remote technical-support engineering manager role and are not employer-confirmed. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support leadership](https://jobicy.com/jobs?search_keywords=Technical%20support%20leadership.md)[Enterprise SaaS support](https://jobicy.com/jobs?search_keywords=Enterprise%20SaaS%20support.md)[Customer success](https://jobicy.com/jobs?search_keywords=Customer%20success.md)[People management](https://jobicy.com/jobs?search_keywords=People%20management.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[Analytics engineering](https://jobicy.com/jobs?search_keywords=Analytics%20engineering.md)[dbt Cloud](https://jobicy.com/jobs?search_keywords=dbt%20Cloud.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Support operations](https://jobicy.com/jobs?search_keywords=Support%20operations.md)[Bug triage](https://jobicy.com/jobs?search_keywords=Bug%20triage.md)[Product feedback](https://jobicy.com/jobs?search_keywords=Product%20feedback.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Project management](https://jobicy.com/jobs?search_keywords=Project%20management.md)[Customer retention](https://jobicy.com/jobs?search_keywords=Customer%20retention.md)[Performance coaching](https://jobicy.com/jobs?search_keywords=Performance%20coaching.md) Sample interview questionsHow have you improved the performance of a technical support team serving enterprise customers?I begin by defining measurable outcomes such as response time, resolution time, escalation quality, customer satisfaction, and backlog health. I review trends with the team, coach against specific gaps, document repeatable playbooks, and remove systemic blockers through partnerships with engineering and product. This creates sustained improvement rather than short-term metric optimization. How would you handle a critical dbt Cloud issue affecting an enterprise customer? I would establish severity, business impact, ownership, and a clear communication cadence immediately. I would coordinate the appropriate support and engineering resources, provide the customer with transparent updates and practical mitigations, and ensure the incident is documented through resolution. Afterward, I would lead a review to identify prevention measures, product feedback, and support-runbook improvements. What is your approach to using SQL in a customer support engineering environment? I use SQL to investigate data behavior, validate reported issues, reproduce customer scenarios, and communicate evidence clearly to engineering teams. I expect support engineers to be able to read and write queries safely, while providing standards and peer review for investigations involving customer data. SQL literacy also helps the team support analytics-engineering workflows more credibly. How do you ensure the voice of the customer influences product decisions? I create a structured feedback loop that categorizes issues by customer impact, frequency, technical root cause, and strategic relevance. I share quantified patterns with product and engineering, participate in prioritization discussions, and close the loop with customers and the support team when improvements are delivered. This makes feedback actionable rather than anecdotal. How would you lead a distributed team across APJ regions? I would establish clear operating rhythms, shared documentation, equitable communication practices, and measurable expectations that work across time zones. Regular one-to-ones, team retrospectives, and coaching sessions would support individual growth, while intentional handoffs and escalation protocols would protect customer coverage. I would also adapt my leadership style to regional and cultural differences while maintaining consistent standards. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. * ![D2L logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/0ac958a8-221.jpg) D2L Nov 8 New ### [Product Support Analyst](https://jobicy.com/jobs/159846-product-support-analyst.md) D2L is a cloud company that is modernizing education and building the Future of Work. 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