Fivetran

Customer Support Engineer I

Posted 8 Days Ago

Be an Early Applicant

3 Locations

Remote

Hybrid

Entry level

Big Data • Cloud • Software • Database

Fivetran is the leader in modern data movement.

The Role

As a Customer Support Engineer, you will interact with Fivetran customers to ensure timely resolution of reported incidents, troubleshoot technical issues, and work collaboratively with engineering and product teams. This role involves taking ownership of customer cases, providing multi-channel support, and working shifts in a 24x7 environment.

Summary Generated by Built In

<div class="content-intro">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.</div> 
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 success for our existing valued customers. This is a full time position based out of our Bangalore office. This role will require working during fixed evening/ night IST hours ( preferably 7PM - 4AM or 5PM to 2AM shift and occasionally 24X7).
 
What You'll Do
<ul>
<li>Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.</li>
<li>Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.</li>
<li>Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)</li>
<li>Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.</li>
<li>Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools.</li>
<li>Work closely with Fivetran’s engineering team by submitting well-documented bugs which arise from customer submitted cases.</li>
<li>Work with Fivetran’s Product team to ensure feature requests are addressed and handled in a timely fashion.</li>
<li>Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.</li>
<li>Collaborate with teammates on technical and non-technical projects.</li>
</ul>
 
Skills We're Looking For
<ul>
<li>Total relevant work experience - 2+ yrs</li>
<li>Strong Customer Advocacy skills</li>
<li>Excellent written and verbal communication skills in English</li>
<li>Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution</li>
<li>Good teaming skills with a passion for building a positive culture where we leave our ego at the door</li>
<li>Ability to work in a fast-paced, highly collaborative environment, and function in global arenas</li>
<li>Excellent analytical skills and strong attention to details</li>
<li>Basic ability to read and understand Java/ C++ (any programming language) and experience in reading and analyzing Java stack traces and exceptions</li>
<li>Basic understanding of networking fundamentals and the TCP/IP model</li>
<li>Experience with databases (SQL and NoSQL) as well as basic SQL commands</li>
<li>Experience building or troubleshooting APIs</li>
<li>Understanding of Data Warehousing fundamentals and concepts</li>
<li>Experience in various operating systems such as Windows, UNIX/Linux</li>
<li>Comfortable navigating Github and submitting Pull Requests</li>
</ul>
 
 <div class="content-conclusion"> 
Perks and Benefits
<ul>
<li>100% employer-paid medical insurance*</li>
<li>Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off</li>
<li>RSU stock grants*</li>
<li>Professional development and training opportunities</li>
<li>Company virtual happy hours, free food, and fun team-building activities</li>
<li>Monthly cell phone stipend</li>
<li>Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.</li>
</ul>
*May vary by country and worker type - please reach out to your recruiter for more information
Click <a href="https://drive.google.com/drive/folders/1CdawUwjo1Q1B7ghZJ_owdmmHB8VtqhBu?usp=sharing" target="_blank">here</a> to learn more about Fivetran's Benefits by Region.
<hr>
We’re honored to be <a class="c-link" href="https://fivetran.com/blog/hvr-acquisition-series-d" target="_blank" data-stringify-link="https://fivetran.com/blog/hvr-acquisition-series-d" data-sk="tooltip_parent">valued at over $5.6 billion</a>, but more importantly, we’re proud of our <a class="c-link" href="https://fivetran.com/culture" target="_blank" data-stringify-link="https://fivetran.com/culture" data-sk="tooltip_parent">core values of Get Stuck In, Do the Right Thing, and One Team, One Dream</a>. Read about us in <a class="c-link" href="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" target="_blank" data-stringify-link="https://fivetran-com.s3.amazonaws.com/news/forbes-aug-sept-2022-digital-reprint-10-21-22.pdf" data-sk="tooltip_parent">Forbes</a>.     
Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.
To learn more about Fivetran’s culture and what it’s like to be part of the team, <a href="https://www.youtube.com/watch?v=xlhtp4dGh8o" target="_blank">click here</a> and enjoy our video.
To learn more about our candidate privacy policy, you can <a href="https://fivetran.com/candidate-privacy" target="_blank">read our statement here</a>.
<hr>
We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request by filling out this <a href="https://forms.gle/V7k3t4u9j523XkEt6">form</a>. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.</div>

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The Company

HQ: Oakland , CA

1,200 Employees

Hybrid Workplace

Year Founded: 2012

What We Do

Fivetran is the global leader in modern data integration. Our mission is to make access to data as simple and reliable as electricity. Built for the cloud, Fivetran enables data teams to effortlessly centralize and transform data from hundreds of SaaS and on-prem data sources into high-performance cloud destinations. Fast-moving startups and the world’s largest companies use Fivetran to accelerate modern analytics and operational efficiency, fueling data-driven business growth. Fivetran is headquartered in Oakland, California, with offices around the world.

Why Work With Us

At Fivetran, we live by our values daily. In every interaction, it is easy to identify that we work with integrity, we take initiative, and we employ a team-first approach. Our Glassdoor rating is no accident: just as customer experience is a guiding light for us, so is employee satisfaction. Experience ownership, impact, and recognition here.