Customer Support Engineer II
3 weeks ago
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 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 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 You'll Do
As a Customer Support Engineer at Fivetran, you will:
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 We're 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, which includes knowledge of security, performance tuning, backup & recovery, and database query and/or advanced DBA experience on any relational database Advanced knowledge of Networkin,g 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 learnerBonus Skills
Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications or any certification covering similar domain knowledgePerks 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 to learn more about Fivetran's Benefits by Region.
We're honored to be , but more importantly, we're proud of our . Read about us in .
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.
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