Senior Customer Support Engineer - Japanese Support

Fivetran; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Fivetran is seeking a Customer Support Engineer IV who will serve as a technical champion for our customers, providing exceptional support while driving technical issues to resolution. This full-time role requires fluent Japanese and emphasizes strong customer advocacy skills, as well as extensive experience with databases and problem-solving in a highly technical environment.

Benefits

100% employer-paid medical insurance

Generous paid time-off policy

RSU stock grants

Professional development and training opportunities

Monthly cell phone stipend

Access to a mental health support platform

Qualifications

• Fluency in Japanese required (spoken and written).
• 8+ years of Customer Support or Application development experience is needed.
• Solid understanding of data warehousing fundamentals.

Responsibilities

• Act as primary contact for customer interactions.
• Take ownership of customer cases, from troubleshooting to resolution.
• Collaborate with engineering to report customer issues.

Skills

Customer Advocacy

Analytical

Problem-Solving

Interpersonal

Notification of Latency Issues

Proactive Anticipation

Tools

Databases

Unix / Linux OS

Job description

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 customers' teams, to deliver a best-in-class experience. Via a collaborative and holistic approach that is focused not only on resolution but also on 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 an excellent experience for every customer.

As a Customer Support Engineer, you will work with new and existing customers in a highly technical capacity, ensuring success for our valued customers. This is a full-time position based out of our Bangalore office. This role will require working during fixed Morning /Japanese IST hours (4 AM to 1 PM shift and occasionally 24/7).

What You'll Do

As a Customer Support Engineer IV at Fivetran, you will:

• Fluency in the Japanese language
• Work closely with Fivetran Japanese customers and other stakeholders to ensure the timely resolution of reported incidents.
• Act as the primary contact for all customer interactions, ensuring exceptional support and a positive experience while developing and maintaining strong, long-term relationships with customers.
• Champion customer interests within the company, addressing their needs and concerns, and to drive improvements in services and overall customer satisfaction.
• Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, impending escalations, and case resolution.
• Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
• 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, provide guidance, and training to other team members
• Work with Subject Matter Experts (SME) for technical assistance and resolution
• Collaborate with teammates on technical and non-technical projects.

Skills we are looking for:

• Experience required 8+ years
• Strong Customer Advocacy skills
• Fluency in Japanese (spoken and written) is required.
• Working knowledge in Databases (Oracle, SQL Server, MySQL, Postgres). Working knowledge of replication is an additional plus.
• Database experience, including security, performance tuning, backup & recovery, and database query and/or advanced DBA experience on any relational database
• Networking knowledge, such as latency issues, debugging errors in connection issues
• 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
• 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

#LI-Remote

#LI-DB1

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.

*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.

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of ourcore values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us inForbes.

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.

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

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.