Lead Customer Support Engineer

Summary

Join Fivetran's Customer Support team as a Lead Customer Support Engineer and become a technical champion for our customers. Partner with engineering to design troubleshooting tools and improve customer support. Provide round-the-clock support, working in shifts across different time zones. Lead technical and non-technical projects, onboard new team members, and act as a Subject Matter Expert. This full-time position in our Bangalore office requires strong customer advocacy, excellent communication, and technical troubleshooting skills. Fivetran offers a comprehensive benefits package.

Requirements

• Strong Customer Advocacy skills
• Excellent written and verbal communication skills in English
• Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
• Combination of empathy and confidence to lead escalations in your pod
• Lead teams 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 networking troubleshooting abilities and understanding of the TCP/IP model
• Solid experience with databases (SQL and NoSQL) and SQL commands/ functions and procedures
• Experience building or troubleshooting APIs
• Understanding of Data Warehousing fundamentals and concepts
• Comfortable navigating Github and submitting pull requests

Responsibilities

• Partner with engineering to design troubleshooting tools, alerts and notifications to improve our ability to support our customers
• Help customers round the clock and should be willing to work in shifts in a 24x7 work environment. Should be willing to work is EST and PST time zones
• Help define and improve processes
• Lead and drive technical and non-technical projects in your pod
• Onboard and coach new team members in your pod
• Act as Subject Matter Experts (SME)
• Identify and proactively support Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Share and communicate roadmaps with external teams, as well as, understand & align team goals to deliver results efficiently
• Participate in weekend on-call support rotation once per quarter

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