Fivetran

Senior Customer Support Engineer

Posted 8 Days Ago

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3 Locations

Remote

Hybrid

Senior level

Big Data • Cloud • Software • Database

Fivetran is the leader in modern data movement.

The Role

As a Senior Customer Support Engineer, you will liaise with customers and engineers, developing troubleshooting tools and improving processes. Your role involves onboarding and mentoring new team members while proactively supporting customers and ensuring successful onboarding and continued assistance for existing clients.

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 Lead 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 experiences for every customer.  As a Senior 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 Bengaluru office. 
 As a Senior Customer Support Engineer at Fivetran you will: 
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">In conjunction with leadership and management, you will need to partner with engineering to design troubleshooting tools, alerts and notifications to improve our ability to support our customers. </li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Help define and improve processes.</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Lead and drive technical and non-technical projects in your pod.</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Onboard and coach new team members in your pod.</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Act as Subject Matter Experts (SME)</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Identify and proactively support Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Lead escalations, major account issues, troubleshooting complex cases.</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Share and communicate roadmaps with external teams, as well as, understand & align team goals to deliver results efficiently.</li>
</ul>
 Skills We're Looking For 
<ul>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Exp : 8+ years</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong Customer Advocacy skills</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Excellent written and verbal communication skills in English </li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Combination of empathy and confidence to lead escalations in your pod</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Lead pods with a passion for building a positive culture where we leave our ego at the door with a selfless attitude</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ability to work in a fast-paced, highly collaborative environment, and function in global arenas </li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Excellent analytical skills and strong attention to details</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ability to read and understand advanced level Java and solid experience in reading and analyzing Java stack traces and exceptions</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Excellent networking troubleshooting abilities and understanding of the TCP/IP model</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Solid experience with databases (SQL and NoSQL) and SQL commands/ functions and procedures.</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience building or troubleshooting APIs</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Understanding of Data Warehousing fundamentals and concepts</li>
<li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Comfortable navigating Github and submitting pull requests</li>
</ul>
#LI-Remote
#LI-DB1<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.