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.

Overview

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 success for our existing valued customers.

This is a full time position based remotely anywhere in the United States. 

What You'll Do

• 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 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.
• Participate in weekend on-call support rotation once per quarter.
• Collaborate with teammates on technical and non-technical projects.

What You'll Bring

• 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 
• Basic understanding of networking fundamentals and the TCP/IP model
• Ability to troubleshoot distributed systems using tools such as ping and telnet
• Experience with databases (SQL and NoSQL) as well as basic SQL commands such as insert and update
• Experience building or troubleshooting APIs
• Understanding of Data Warehousing fundamentals and concepts
• Comfortable navigating Github and submitting pull requests

Perks and Benefits

• 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
• Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
• Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
• 401k match program
• Eligible donation match program
• Monthly cell phone stipend
• Work-from-home equipment reimbursement for your home office setup!
• Professional development and training opportunities
• Company virtual happy hours, free food, and fun team building activities
• Commuter benefits to help with transit and parking costs
• Employee Assistance Program (EAP)
• Referral Bonuses
• Stock equity -- every employee is granted stock options when they walk in the door   
• Annual Camp Fivetran trip that brings together every employee from around the world

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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