Lead Customer Support Engineer - Remote

Overview

As a Lead Customer Support Engineer at Fivetran, you will act as a technical champion for customers, ensuring their success through excellent support and solutions.

In Short

• Collaborate with leadership and engineering to improve customer support tools.
• Provide round-the-clock assistance in a 24x7 environment, working in EST and PST time zones.
• Define and enhance support processes.
• Lead technical and non-technical projects within the team.
• Onboard and mentor new team members.
• Act as a Subject Matter Expert (SME).
• Support customers through various communication channels.
• Communicate roadmaps and align team goals.
• Participate in on-call support rotation quarterly.

Requirements

• 8+ years of experience in customer support.
• Strong customer advocacy skills.
• Excellent written and verbal communication in English.
• Highly developed troubleshooting and problem-solving skills.
• Ability to lead escalations with empathy and confidence.
• Experience in building a positive team culture.
• Ability to work in a fast-paced, collaborative environment.
• Networking troubleshooting skills and understanding of TCP/IP.
• Experience with SQL and NoSQL databases.
• Understanding of data warehousing concepts.

Benefits

• 100% employer-paid medical insurance.
• Generous paid time-off policy, including parental leave and holidays.
• RSU stock grants.
• Professional development opportunities.
• Company virtual events and team-building activities.
• Monthly cell phone stipend.
• Access to mental health support resources.