Senior Customer Support Engineer, Fivetran
Data integration solutions
Be an early applicant
Data integration solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
Fivetran's mission is to solve the hardest part of building a data-driven company: centralising all your data in one place.
Role
Who you are
- Experience: 6-8 years in customer support
- Extensive experience with relational databases, including Oracle, SQL Server, MySQL, and PostgreSQL
- Advanced expertise in database management, covering security, performance tuning, backup and recovery, and query optimization. Hands-on experience as a DBA in any relational database is a plus
- Strong knowledge of networking principles, including latency and connection troubleshooting
- Proficient in Unix and Linux operating systems
- Excellent analytical, problem-solving, and interpersonal skills
- A positive, results-driven mindset that contributes to successful outcomes
- Leadership abilities, including mentoring team members, fostering collaboration, and driving continuous improvement
Desirable
- Certifications such as Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications, Snowflake Certifications, or any equivalent credential demonstrating expertise in databases, cloud platforms, and data management
- In-depth understanding of data replication technologies, methodologies, and best practices to ensure seamless data synchronization across systems
- Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms
What the job involves
- At Fivetran, our Customer Support Engineers (CSEs) tackle complex technical challenges while working closely with internal and external stakeholders to drive seamless issue resolution
- Committed to delivering a world-class customer experience, our support team not only resolves issues efficiently but also proactively works to prevent future challenges
- As a Senior Customer Support Engineer, you will play a critical role in troubleshooting complex technical issues, acting as a trusted advisor and technical champion for our customers
- You will partner closely with Engineering, Sales Engineering, and other cross-functional teams to provide valuable insights that enhance product quality and reliability. Fivetran Support takes a collaborative and holistic approach, focusing not just on resolution but also on long-term customer success
- Take full ownership of customer cases, from troubleshooting and root cause analysis to final resolution, ensuring a seamless support experience
- Provide advanced troubleshooting and assistance to Fivetran customers and partners via multiple communication channels (web, email, and virtual meetings, etc.)
- Help customers globally in partnership with our APAC and AMER support teams
- Use Fivetran's environment, connectors, logs, and other diagnostic tools to efficiently identify and resolve incidents
- Partner with Fivetran’s Engineering and Product teams to submit bugs, address feature requests, and improve product stability
- Document solutions and insights in the knowledge base, fostering team-wide expertise and ensuring consistency in support delivery
- Collaborate with teammates on technical and strategic projects aimed at improving support processes, driving efficiency, and enhancing customer satisfaction
- Provide guidance and support to junior team members, helping to develop their technical skills, enhance problem-solving abilities, and promote career growth within the support team
- Technologies You’ll Use:
- Zendesk, Grafana, Github, BuildKite
- GCP, AWS, Microsoft Azure
- Databricks, Snowflake, Data Lakes
- DBT
- SQL and SQL-like databases
- Java, SQL, Clojure
Our take
After a few slower years since graduating from Y Combinator in 2013, Fivetran has skyrocketed, consistently raising large sums of funding, including an Andreessen Horowitz-backed $565m Series D round in 2021.
Customers are mostly data analysts at companies with inefficient database schema, who suffer from a high risk of project failures. Fivetran offers rapid integration of complex data services into cloud warehouses, tagging onto the trend towards cloud-based data systems.
By developing and continuously improving cloud applications that adapt to changing APIs and data schemas, Fivetran is attracting customers who seek long-term data viability. Fivetran also benefits from being easy to set up and integrate into a client's existing software.
After acquiring HVR, a data integration competitor, and Teleport Data, Fivetran continues to add functionality and customers via acquisition. A round of funding in 2023 paved the way for expansion into European and Asian markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2021
$565m
SERIES D
Jun 2020
$100m
SERIES C
Total funding: $727.6m
Company benefits
- Dental, and Health Insurance Benefits
- Equity in early-stage, Series D ScaleUp
- Life Insurance and Income protection and Retirement savings plan
- A healthy work culture with excellent opportunities for professional and personal development
- Working from home equipment stipend
- Family Leave Program
- Company happy hours and virtual Team building events
- Social/ Wellness/ Volunteer activities
Company values
- Preserve your integrity, even when it's hard
- Take the initiative
- Trust each other
- Nurture diversity, equality and inclusiveness
- Lead, don't follow
- One team, one dream
Company HQ
Downtown, Oakland, CA
Articles
Leadership
George Fraser
(CEO)PhD in Neurobiology from the University of Pittsburgh
Taylor Brown
(COO)Studied Business Administration (focusing on design strategy) at California College of the Arts to Masters level
Salary benchmarks
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