Customer Support Engineer I

Fivetran - fivetran.com

Role details for Customer Support Engineer I

Posted on

July 10, 2023

Location

Bangalore, India

Salary

Not specified

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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 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

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.
Work closely with Fivetran’s engineering team by submitting well-documented bugs which arise from customer submitted cases.
Work with Fivetran’s Product team to ensure feature requests are addressed and handled in a timely fashion.
Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.
Collaborate with teammates on technical and non-technical projects.

Skills We're Looking For

Total relevant work experience - 2+ yrs
Strong Customer Advocacy skills
Excellent written and verbal communication skills in English
Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
Good teaming skills with a 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
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
Experience with databases (SQL and NoSQL) as well as basic SQL commands
Experience building or troubleshooting APIs
Understanding of Data Warehousing fundamentals and concepts
Experience in various operating systems such as Windows, UNIX/Linux
Comfortable navigating Github and submitting Pull Requests

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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
RSU stock grants
Professional development and training opportunities
Company virtual happy hours, free food, and fun team building activities
Monthly cell phone stipend

*may vary by country - please reach out to your recruiter for more information

To learn more about Fivetran's benefits by region - click here.

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. Read about us in Forbes.

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 hereand enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.