Senior 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 Senior 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 an Associate 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 Bengaluru office. 

As a Senior Customer Support Engineer at Fivetran you will:

• 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.)
• Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.
• Investigate incidents utilizing 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.
• Collaborate with teammates on technical and non-technical projects.

Your Superpowers:

• Exp: 6 - 8 years
• Strong Customer Advocacy skills
• Excellent written and verbal communication skills in English 
• Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
• 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 
• Excellent analytical skills and strong attention to details
• Ability to read and understand advanced level Java/ C++ (any programming language) and solid experience in reading and analyzing Java stack traces and exceptions
• Solid networking troubleshooting abilities and understanding of the TCP/IP model
• Solid experience with databases (SQL and NoSQL) and SQL commands/ functions and procedures
• Experience building or troubleshooting APIs
• Understanding of Data Warehousing fundamentals and concepts
• Comfortable navigating Github and submitting pull requests

        Perks of working with us:

• Medical insurance, Life Insurance &  personal accident insurance 
• Leaves
• Professional development and training opportunities. 
• Company happy hours and fun team building activities
• Opportunity to work with Silicon Valley start-up working on new technologies
• Competitive total compensation package (Salary + Equity)

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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