Customer Support Engineer II
1 day ago
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 reportedCommunicate with engineering to report and investigate customer issuesContribute solutions to the knowledge baseCollaborate and provide guidance, and training to other team membersCollaborate with teammates on technical and non-technical projects.Skills We're Looking For
Experience : 7+ yrsExcellent 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 databaseAdvanced knowledge of Networkin,g such as latency issues, debugging errors in connection issuesStrong Unix or Linux OS experienceStrong Application development or Enterprise support experienceExcellent analytical, problem-solving, and interpersonal skillsProactive anticipation skills to prevent potential customer issuesA positive attitude that leads to successful outcomesSolid understanding of data Warehousing fundamentals and conceptsIndependent, 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 knowledge#LI-DB1
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