Customer Support Engineer, Fivetran

• Strong Customer Advocacy skills
• Excellent written and verbal communication skills in English
• Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
• Solid experience with databases (SQL and NoSQL) and SQL commands/ functions and procedures for data replication
• Solid networking troubleshooting abilities and understanding of the TCP/IP model
• 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
• Experience building or troubleshooting APIs
• Understanding of Data Warehousing fundamentals and concepts
• Comfortable navigating Github and submitting pull requests

Desirable

• 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. This is a full time position based out of our Dublin office
• You’ll Use AWS, GCP, New Relic, SQL and No-SQL Databases, REST APIs, CLI, Java
• 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.)
• Investigate incidents utilising the Fivetran environment, connectors, logs, and other troubleshooting tools
• Onboard new team members in your pod
• Act as Subject Matter Experts (SME)
• Share and communicate roadmaps with external teams, as well as, understand & align team goals to deliver results efficiently
• Participate in weekend on-call rotation once per quarter
• Collaborate with teammates on technical and non-technical projects