Full-Time Customer Support Engineer II

About the RoleFivetran Support partners with passionate customer teams to deliver a best-in-class experience. The Customer Support Engineer acts as the customer's technical champion within Fivetran, using a collaborative and holistic approach focused on resolution and prevention. CSEs handle technical challenges, partnering with internal and external customers to exceed expectations.

What You'll Do

• Resolve incidents with customers promptly.
• Take full ownership of cases, from troubleshooting to root cause analysis and resolution.
• Provide troubleshooting support via various channels (web, email, phone, virtual meetings).
• Help customers around the clock in shifts (24/7).
• Investigate incidents using Fivetran tools and resources.
• Submit well-documented bug reports to the engineering team.
• Collaborate with product teams to address feature requests.
• Document solutions for knowledge base and team sharing.
• Collaborate on technical and non-technical projects.

Skills We're Looking For

• 5+ years of relevant experience.
• Strong customer advocacy skills.
• Excellent written and verbal communication skills.
• Excellent problem-solving and troubleshooting skills.
• Strong teamwork skills.
• Ability to work in a fast-paced, collaborative environment.
• Strong analytical skills and attention to detail.
• Basic programming skills (Java, C++).
• Understanding of database fundamentals (SQL, NoSQL).
• Experience with networking fundamentals.
• Experience building or troubleshooting APIs.
• Understanding of data warehousing concepts.
• Experience with various operating systems (Windows, Unix/Linux)
• Experience with Github and Pull Requests

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