Customer Support Engineer, Fivetran

• Total relevant work experience - 2+ yrs
• 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 details
• Basic ability to read and understand Java/ C++ (any programming language) 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

Desirable

• Via a collaborative and holistic approach that is focused not only on resolution but also prevention of future issues the Customer Support Engineer (CSE) acts as our customer’s technical champion within Fivetran
• At Fivetran our CSE’s take on exciting technical challenges while partnering with customers both internal and external to drive issues to an outcome that exceeds expectations
• The Customer Support team is responsible for creating solutions and providing excellent experience for every customer
• As a Customer Support Engineer you will be working with new and existing customers in a highly technical capacity, ensuring success for our existing valued customers
• Occasional limited holiday or weekend shifts
• 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