Customer Support Engineer - Remote

Overview

The Customer Support Engineer (CSE) at Fivetran plays a crucial role in ensuring a best-in-class experience for customers by resolving technical issues and preventing future occurrences through a collaborative approach.

In Short

• Work closely with customers to resolve technical incidents.
• Take ownership of customer cases from start to finish.
• Provide support via various channels including web, email, and phone.
• Work in a 24x7 environment with fixed night shifts.
• Investigate incidents using Fivetran tools and logs.
• Collaborate with engineering and product teams on issues and feature requests.
• Document solutions in the knowledge base.
• Participate in technical and non-technical projects.

Requirements

• 5+ years of relevant work experience.
• Strong customer advocacy skills.
• Excellent written and verbal communication in English.
• Process-oriented troubleshooting and problem-solving skills.
• Ability to work collaboratively in a fast-paced environment.
• Analytical skills and attention to detail.
• Basic understanding of programming languages like Java/C++.
• Knowledge of networking fundamentals and TCP/IP.
• Experience with databases (SQL/NoSQL).
• Understanding of data warehousing concepts.
• Familiarity with operating systems like Windows and UNIX/Linux.
• Comfortable using GitHub.

Benefits

• 100% employer-paid medical insurance.
• Generous paid time-off policy.
• RSU stock grants.
• Professional development opportunities.
• Company virtual events and team-building activities.
• Monthly cell phone stipend.
• Mental health support resources.