Customer Support Engineer I

About The Role

At Fivetran our CSEs 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.

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.

This is a full-time position based out of our Dublin office.

Technologies You’ll Use

• Zendesk, Grafana, Github, BuildKite
• Diverse REST and GraphQL APIs (prominent ones such as Stripe, Shopify and Meta)
• GCP, AWS, Databricks, Snowflake
• Java, SQL, Clojure

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 beginning with initial troubleshooting and identification of root cause until complete case resolution.
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, 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

• Experience : 1 - 5 years
• 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 detail
• Basic ability to read and understand any programming language, (preferably Java or C++) 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

Bonus Skills​

• Expertise in at least one SaaS REST API

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