Customer Support Engineer

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

About the role:

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. 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 successful onboarding of new customers and continued success for existing valued customers.

This is a full time position based out of our Dublin office. 

As a Customer Support Engineer at Fivetran you will:

1. Respond to the tickets/issues that are escalated by Fivetran customers, Customer Success Managers and CSE team members
2. Escalate issues within desired timeframe (Escalation SLA’s) to the Engineering and Product organization
3. Help document Knowledge Base articles that act as references for CSE team members 
4. Provide a deeper understanding of the issue and workarounds to our customers
5. Full ownership of major issues and customer challenges: debugging the issue; working with engineering and product to triage, develop a solution, and assign to product roadmap; keeping the customer updated with timelines and work-arounds
6. Provide onboarding support to new customers
7. Provide engineering assistance for Fivetran API interaction

  Your Superpowers:

1. You enjoy working with external customers. You have empathy for our customers and take time to understand their pains, needs and wants and will go the extra mile to make sure their issues are resolved.
2. You are interested in troubleshooting deep technical problems at the application and networking levels
3. You are proficient in SQL 
4. You have experience analysing data 
5. You have deep experience with scripting languages and automation geared towards monitoring and alerting of issues (eg: Shell,  Python, Javascript, etc)
6. You have worked with databases (SQL and NoSQL) and feel comfortable doing so
7. You have excellent written and verbal communication skills

Perks of Working with Us:

• Dental, and Health Insurance Benefits
• Life Insurance and Income protection and Retirement savings plan
• Equity in early-stage, Series D Scale-up 
• 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 

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

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