Associate Customer Support Engineer

Summary

Join Fivetran's Customer Support team as a Customer Support Engineer and become a technical champion for our customers. You will work closely with customers to resolve incidents, troubleshoot issues, and identify root causes. This role requires end-to-end ownership of customer cases and collaboration with internal teams. You will need strong customer advocacy, communication, and technical skills. The position involves working evening/night IST shifts (preferably 7 PM - 4 AM or 5 PM - 2 AM) and occasional 24/7 coverage. Fivetran offers excellent benefits, including 100% employer-paid medical insurance, generous PTO, RSU stock grants, and professional development opportunities.

Requirements

• Total relevant work experience - 1+ yrs
• Strong Customer Advocacy skills
• Excellent written and verbal communication skills in English
• Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
• Good teaming skills with a passion for building a positive culture where we leave our ego at the door
• Ability to work in a fast-paced, highly collaborative environment, and function in global arenas
• Excellent analytical skills and strong attention to details
• Basic ability to read and understand Java/ C++ (any programming language)
• Basic understanding of networking fundamentals and the TCP/IP model
• Basic understanding of SQL and its functionalities
• Comfortable navigating Github and submitting Pull Requests

Responsibilities

• Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents
• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Help customers round the clock and should be willing to work in shifts in a 24x7 work environment
• Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools
• Work closely with Fivetran’s engineering team by submitting well-documented bugs which arise from customer submitted cases
• Work with Fivetran’s Product team to ensure feature requests are addressed and handled in a timely fashion
• Document any known or newly identified solutions in our knowledge base and share this knowledge across the team
• Collaborate with teammates on technical and non-technical projects

Benefits

• 100% employer-paid medical insurance
• Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, 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