From our founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, your data just arrives in your warehouse, canonical and ready to query, no engineering or maintenance required. As we watch more and more companies leverage our technology to become truly data-driven, we’re proud not only of our growth but also of the fact that we’ve grown without compromising our core values.
 
Integrity.
We do the right thing, even when it's harder in the short run. We challenge the status quo by reasoning from first principles.
 
Initiative.
Fivetran belongs to all of us. We take ownership and are accountable for getting things done. Through curiosity, learning, and coaching, we grow as individuals and teams.
 
One team, one dream.
We share the pains and successes of our customers, partners and colleagues. We seek, gather, and trust a diverse group of teammates with different perspectives to guide Fivetran's progress.
 
If these values resonate with you, we’d love to hear from you.
 

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/ Oakland/ Dublin office. 

As a Customer Support Engineer at Fivetran you will:

  • 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.)
  • 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.
  • Participate in weekend on-call support rotation once per quarter.
  • Collaborate with teammates on technical and non-technical projects.

Your Superpowers:

  • 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 
  • Basic understanding of networking fundamentals and the TCP/IP model
  • Ability to troubleshoot distributed systems using tools such as ping and telnet
  • Experience with databases (SQL and NoSQL) as well as basic SQL commands such as insert and update
  • Experience building or troubleshooting APIs
  • Understanding of Data Warehousing fundamentals and concepts
  • Comfortable navigating Github and submitting pull requests

Perks of Working with Us:

    • Dental, and Health Insurance Benefits
    • Life Insurance and Income protection
    • Equity in early-stage, Series C Startup
    • A healthy work culture with excellent opportunities for professional and personal development.  
    • Working from home equipment stipend
    • Family Leave Program
    • Company happy hours and fun team building activities
Shaped by the real-world needs of data analysts, Fivetran technology is the smartest, fastest way to replicate your applications, databases, events and files into a high-performance cloud warehouse. Fivetran connectors deploy in minutes, require zero maintenance, and automatically adjust to source changes — so your data team can stop worrying about engineering and focus on driving insights. To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.
 
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