Fivetran is hiring a
Customer Support Engineer I

Summary

Join Fivetran's team as a Customer Support Engineer and take on exciting technical challenges while partnering with customers to drive issues to an outcome that exceeds expectations. As a CSE, you will work closely with customers and other stakeholders to ensure timely resolution of reported incidents, take end-to-end ownership of customer cases, provide troubleshooting support via multiple channels, and collaborate with teammates on technical and non-technical projects.

Requirements

• Experience: 1 - 5 years
• 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 detail
• Basic ability to read and understand any programming language, (preferably Java or C++) and experience in reading and analyzing Java stack traces and exceptions
• Basic understanding of networking fundamentals and the TCP/IP model
• Experience with databases (SQL and NoSQL) as well as basic SQL commands
• Experience building or troubleshooting APIs
• Understanding of Data Warehousing fundamentals and concepts
• Experience in various operating systems such as Windows, UNIX/Linux
• 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 beginning with initial troubleshooting and identification of root cause until complete case resolution
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, 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