Senior Customer Support Engineer - Japanese Support

Summary

Join Fivetran as a Customer Support Engineer IV and become a technical champion for our Japanese-speaking customers. You will work closely with customers and stakeholders to resolve incidents, act as the primary contact for all interactions, and ensure exceptional support. Responsibilities include troubleshooting, root cause identification, escalation, and case resolution across multiple channels. You will also contribute to the knowledge base, collaborate with team members, and work with Subject Matter Experts. This full-time position in our Bangalore office requires working during specific morning/Japanese IST hours (4 AM to 1 PM shift and occasionally 24/7).

Requirements

• Exp : 8+ years
• Strong Customer Advocacy skills
• Fluency in Japanese (spoken and written) is required
• Working knowledge in Databases(Oracle, SQL Server and/or ,MYSQL,Postgres). Working knowledge of replication is an additional plus
• Database experience, which includes knowledge of security, performance tuning, backup & recovery, and database query and/or advanced DBA experience on any relational database
• Networking knowledge, such as latency issues, debugging errors in connection issues
• Unix or Linux OS experience
• Strong Application development or Enterprise support experience
• Excellent analytical, problem-solving, and interpersonal skills
• Proactive anticipation skills to prevent potential customer issues
• Positive attitude that leads to successful outcomes
• Solid understanding of data Warehousing fundamentals and concepts
• Independent, self-motivated, and quick learner

Responsibilities

• Work closely with Fivetran Japanese customers and other stakeholders to ensure the timely resolution of reported incidents
• Act as the primary contact for all customer interactions, ensuring exceptional support and a positive experience while developing and maintaining strong, long-term relationships with customers
• Champion customer interests within the company, addressing their needs and concerns, and to drive improvements in services and overall customer satisfaction
• Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, impending escalations, and case resolution
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Develop, test and document workarounds for product tickets reported
• Communicate with engineering to report and investigate customer issues
• Contribute solutions to the knowledge base
• Collaborate, provide guidance, and training to other team members
• Work with Subject Matter Experts (SME) for Technial assistance and resolution
• Collaborate with teammates on technical and non-technical projects

Preferred Qualifications

Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications or any certification covering similar domain knowledge

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