Customer Support Engineer, Fivetran

• Experience: 3 - 8 years
• Strong customer advocacy with excellent written and verbal communication skills in English
• Extensive experience with RESTful and SOAP APIs
• Well-developed analytical, process-oriented approach to troubleshooting, problem-solving, and issue resolution with keen attention to detail
• Strong cross-collaborative skills with a passion for fostering a positive, ego-free culture where teamwork, shared decision-making, and collective success are core values
• Proficient in data analysis with strong skills in SQL querying, log analysis, and the ability to read and understand Java, C++, or other programming languages—including experience interpreting Java stack traces and exceptions
• Strong knowledge of networking concepts including latency and connectivity troubleshooting
• Comfortable navigating Github and submitting Pull Requests

Desirable

• At Fivetran our CSEs 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
• Fivetran Support partners with some of the most passionate teams in the world, our customer’s teams, to deliver a best-in-class experience
• 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
• Own and manage customer cases end-to-end, from initial troubleshooting through root cause analysis to full resolution while collaborating with customers and stakeholders to ensure timely outcomes
• Investigate incidents using Fivetran connectors, logs, and internal tools to identify and resolve issues within the customer environment
• Deliver technical support to Fivetran customers and partners across multiple channels (web, email, virtual meetings, etc.)
• Support customers round the clock in close partnership globally with our APAC and AMER regional support teams
• Closely partner with Fivetran’s Engineering and Product teams by submitting well-documented bugs, feature requests and improving product stability
• Document any known or newly identified solutions in our 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