About the RoleWe're looking for a Senior Support Data Analyst to join the dbt charts team and help build the support experience for a new dbt-native BI and data visualization product.
This is not a traditional ticket-queue support role. You'll be a practicing analyst who works directly with customers to solve complex technical problems across their analytics stack - from dbt models and SQL to warehouse behavior, dashboard design, and data visualization. You'll dig into customer environments, identify root causes, build and improve dashboards, and help customers get more value from their data.
As one of the first dedicated support hires for dbt charts, you'll also help define how the support function operates as we scale. You'll turn recurring customer issues into better documentation, tooling, and product experiences while serving as a critical feedback loop between customers and Product and Engineering.
This is a full-time position based out of our Oakland, CA office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.
What You'll Do- Own complex customer issues from first contact through resolution across channels including Slack, email, GitHub, and live sessions.
- Diagnose technical problems across dbt models and lineage, SQL and query semantics, data warehouses, permissions, dashboard configuration, and visualization.
- Work directly in customer data environments to troubleshoot models, metric definitions, joins, incremental logic, and other analytics challenges.
- Design and build dashboards and reference examples for customer onboarding, migrations, and best practices.
- Turn recurring customer questions into clear documentation, runbooks, product improvements, and better error messages.
- Act as a liaison between customers and Product and Engineering, translating customer pain into specific, reproducible, and actionable feedback.
- Help build the support function, including triage processes, escalation paths, response targets, documentation, and the knowledge base.
- Serve as a product subject matter expert and help onboard and coach future support team members.
- Participate periodically in an on-call rotation as the customer base grows.
Skills We're Looking For- 6+ years of experience in technical support, customer success engineering, technical account management, solutions engineering, analytics engineering, or a similar customer-facing technical role.
- Direct experience working with BI, analytics, data infrastructure, or modern data stack products.
- Strong SQL skills and the ability to troubleshoot complex queries, joins, data models, and unexpected results.
- Hands-on experience with dbt or strong analytics engineering experience with the ability to quickly become proficient in dbt.
- Strong understanding of data visualization and dashboard design, including how to communicate data clearly and accurately.
- Experience troubleshooting modern data warehouse environments such as Snowflake, BigQuery, Databricks, Postgres, or similar technologies.
- Experience owning technical customer escalations end to end and representing customer needs internally.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both customers and engineering teams.
- Comfort working with Git and GitHub, including reading diffs and opening pull requests.
- A builder mindset and comfort operating in an early-stage product environment where processes and systems are still being defined.
- Ability to use AI-assisted tools and workflows effectively while applying sound technical judgment to their output.
Skills We're Looking For- Experience supporting a BI or dashboarding product where troubleshooting required understanding the customer's underlying data model.
- Experience in the dbt or analytics engineering ecosystem.
- Experience building or scaling a technical support function, particularly as an early support hire.
- Experience migrating customers from an existing BI or analytics platform.
- Experience creating technical documentation, runbooks, or other customer-facing educational content.
- Experience partnering closely with Product and Engineering on structured customer feedback and product improvements.
- Experience supporting open source products or communities.
- Experience with AI-assisted analytics workflows.
#LI-HYBRID #LI-DC2
The compensation range displayed on this job posting reflects the minimum and maximum target for new hire compensation for the target position and level, and may include sales incentives or target bonuses depending on the role. Our compensation ranges are determined by role, level, and location. Our job titles may span more than one career level. Within the range, individual compensation is determined by additional factors, including job-related skills, experience, relevant education or training, business need, market demands. The compensation range is subject to change and may be modified in the future. Your recruiter can share more about the specific compensation range for your location during the hiring process.
Oakland Pay Range
$178,493-$223,116 USD
Perks and Benefits- 100% employer-paid medical insurance*
- Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, 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
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