Remote Customer Support Engineer II

Summary

Join Fivetran as a Customer Support Engineer and work with customers to deliver a best-in-class experience, taking on exciting technical challenges while partnering with internal and external teams to drive issues to an outcome that exceeds expectations.

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