Customer Support Engineer II

Fivetran; Oakland (CA); Remote; USD 110,000 - 140,000; Full time

Job summary

A leading data integration company is seeking a Customer Support Engineer to take ownership of customer cases and provide technical support. Ideal candidates will have 7+ years of experience and strong knowledge in databases, networking, and Unix. This role is full-time with flexible remote options and offers comprehensive benefits including medical insurance and generous PTO.

Benefits

100% employer-paid medical insurance

Generous paid time-off policy

RSU stock grants

Professional development opportunities

Company virtual happy hours

Monthly cell phone stipend

Mental health support platform access

Qualifications

• 7+ years experience in customer support or technical support.
• Excellent working knowledge in databases and replication.
• Strong Unix or Linux OS experience.

Responsibilities

• Take end-to-end ownership of customer cases.
• Provide troubleshooting support via multiple channels.
• Collaborate with engineering to report and investigate customer issues.

Skills

Databases knowledge (Oracle, SQLServer, MySQL, Postgres)

Advanced database experience

Networking knowledge

Unix or Linux OS experience

Application development or Enterprise support experience

Analytical and problem-solving skills

Proactive anticipation skills

Data Warehousing fundamentals

Tools

Database management tools

Networking tools

Job description

Overview

From Fivetrans 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 customers’ teams—to deliver a best-in-class experience. Via a collaborative and holistic approach that focuses not only on resolution but also prevention of future issues, the Customer Support Engineer (CSE) acts as our customers’ technical champion within Fivetran. 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 an 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, with the flexibility to work from home. This role will require working during fixed night IST hours 5PM - 2AM or 7PM-4AM shift, and occasionally may be asked to work different shifts based on business needs.

What Youll Do

• Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, impending escalations and case resolution.
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• Work closely with Fivetran customers and other stakeholders to ensure the timely resolution of reported incidents.
• Develop, test and document workarounds for product tickets reported
• Communicate with engineering to report and investigate customer issues
• Contribute solutions to the knowledge base
• Collaborate and provide guidance, and training to other team members
• Collaborate with teammates on technical and non-technical projects.

Skills Were Looking For

• Experience: 7+ yrs
• Excellent working knowledge in Databases (Oracle, SQLServer and/or MySQL, Postgres). Working knowledge in replication is an additional plus.
• Advanced level of database experience, including knowledge of security, performance tuning, backup & recovery, and database query and/or advanced DBA experience on any relational database
• Advanced knowledge of Networking, such as latency issues, debugging errors in connection issues
• Strong Unix or Linux OS experience
• Strong Application development or Enterprise support experience
• Excellent analytical, problem-solving, and interpersonal skills
• Proactive anticipation skills to prevent potential customer issues
• A positive attitude that leads to successful outcomes
• Solid understanding of data Warehousing fundamentals and concepts
• Independent, self-motivated, and quick learner

Bonus Skills

• Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications or any certification covering similar domain knowledge

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
• 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.

Equal Opportunity Employer, including disability/protected veterans.