Customer Support Engineer

Overview
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.
As a Customer Support Engineer at Fivetran, you will tackle challenging technical problems and collaborate with internal teams and external customers to achieve exceptional results.
Our Customer Support team crafts solutions and delivers outstanding experiences for every customer, providing highly technical support to new and existing customers across the globe to ensure their continued success.
Fivetran Support works closely with our customers\' passionate teams to deliver a best-in-class experience.
Through a collaborative approach focused on both resolving and preventing future issues, the Customer Support Engineer (CSE) serves as our customer's technical champion within Fivetran.
This is a full-time, hybrid position based out of our Dublin, Ireland office.
Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.
Technologies You'll Use
Diverse REST, SOAP and GraphQL APIs
GCP, AWS, Databricks, Snowflake, Managed Data Lakes Service (GCP, Azure and AWS)
Java, SQL, Clojure
What You'll Do
Own and manage customer cases end-to-end, from initial troubleshooting through root cause analysis to full resolution while collaborating with customers and stakeholders to ensure timely outcomes.
Deliver technical support to Fivetran customers and partners across multiple channels (web, email, virtual meetings, etc.).
Support customers round the clock in close partnership globally with our APAC and AMER regional support teams.
Investigate incidents using Fivetran connectors, logs, and internal tools to identify and resolve issues within the customer environment.
Closely partner with Fivetran's Engineering and Product teams by submitting well-documented bugs, feature requests and improving product stability.
Document any known or newly identified solutions in our knowledge base, fostering team-wide expertise and ensuring consistency in support delivery.
Collaborate with teammates on technical and strategic projects aimed at improving support processes, driving efficiency, and enhancing customer satisfaction.
Qualifications
2 - 5 years of experience in a customer support engineering role
Strong team player with a passion for building a positive culture where we leave our ego at the door with the ability to work in a fast-paced, highly collaborative environment, and function in global arenas
Strong Customer Advocacy skills with excellent written and verbal communication skills in English to foster collaboration with all stakeholders
Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution complemented with strong analytical skills and attention to detail
Proven experience building or troubleshooting diverse APIs
Basic ability to read and understand Java/ C++ (any programming language) and experience in reading and analyzing Java stack traces and exceptions
Basic understanding of networking fundamentals and the TCP/IP model
Solid understanding of data warehousing principles and concepts, with hands-on experience in both SQL and NoSQL databases, including proficiency in basic SQL commands
Bonus Skills
Expertise in at least one SaaS REST API (prominent ones such as Stripe, Shopify and Meta)
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Perks and Benefits
100% employer-paid medical insurance*
Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
Professional development and training opportunities
Company virtual happy hours, free food, and fun team-building activities
Monthly cell phone stipend
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.
*May vary by country and worker type - please reach out to your recruiter for more information
Click here to learn more about Fivetran's Benefits by Region.
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, click here and enjoy our video.
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 form.
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.
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