Lead Customer Support Engineer, Fivetran
Offers RSU stock grants (May vary by country and worker type)
2 days a week in office
Data integration solutions
Be an early applicant
Data integration solutions
1001+ employees
Be an early applicant
Offers RSU stock grants (May vary by country and worker type)
2 days a week in office
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
- 2+ years of experience leading a technical and customer-facing team with a strong track record of troubleshooting complex technical problems
- Passionate leadership in cultivating a positive, ego-free culture where teamwork, shared decision-making, and collective success are core values
- Strong technical background with hands-on experience in any area of the modern data stack (data ingestion, storage, transformation and catalog) and advanced troubleshooting knowledge of REST, GraphQL and SOAP APIs
- Highly proficient in data analysis with expertise in SQL querying, log analysis, and interpreting Java stack traces and exceptions including the ability to read and understand Java, C++, or other programming languages; complemented by an automation and efficiency mindset, leveraging scripting and tools to reduce repetitive manual work
- Proven experience leading incident response for high-severity outages or service disruptions with strong communication skills to explain technical issues and resolutions to both internal and external stakeholders
- Strong understanding of networking concepts and containerization to support Fivetran’s Hybrid Deployment offering
What the job involves
- We are looking for a Lead Customer Support Engineer who can combine deep technical expertise with strong leadership to drive customer success within Fivetran's SaaS connector group
- In this role, you will guide a team of support engineers through complex escalations, leading from the front, and partner closely with engineering and product teams via global projects and programmes to advocate for customer needs and improve product quality
- True to Fivetran’s values, you will advocate for customers with integrity, foster collaboration across regions, and set the standard for operational excellence
- This role is not just about solving problems; it's also about enabling growth, building trust, and helping our customers and teams succeed
- You will play a crucial role in building and maintaining strong customer relationships, representing Fivetran's commitment to exceptional support
- Act as the trusted point of contact for customers during critical, high-impact incidents and dedicated support for Premium accounts
- Lead and manage critical technical account escalations for both EMEA and global customers
- Collaborate with cross-regional support teams for seamless handovers of key customer issues across the globe
- Enable team growth by mentoring and guiding them with product expertise, fostering accountability and collective success in meeting targets and KPIs
- Work closely with the engineering team to identify bugs and optimization opportunities, ensuring timely resolution to enhance customer experience
- Strengthen partnerships through deep collaboration with the product and engineering teams to drive product improvements
- Drive the development of the internal knowledge base, ensuring structured and accurate content for AI-driven solutions and significant ticket deflection, and actively participate in global projects to accelerate business goals
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 HQ
Downtown, Oakland, CA
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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