Associate Customer Support Engineer

Work closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.
Take end-to-end ownership of customer cases, including initial troubleshooting, identification of root cause, and case resolution.
Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, phone, virtual meetings, etc.)
Help customers round the clock and should be willing to work in shifts in a 24x7 work environment.
Investigate incidents utilizing the Fivetran environment, connectors, logs, and other troubleshooting tools.
Work closely with Fivetran's engineering team by submitting well-documented bugs which arise from customer submitted cases.
Work with Fivetran's Product team to ensure feature requests are addressed and handled in a timely fashion.
Document any known or newly identified solutions in our knowledge base and share this knowledge across the team.
Collaborate with teammates on technical and non-technical projects.
Skills We're Looking For

Total relevant work experience - 1+ yrs
Strong Customer Advocacy skills
Excellent written and verbal communication skills in English
Highly developed, process-oriented skills for troubleshooting, problem solving, and issue resolution
Good teaming skills with a passion for building a positive culture where we leave our ego at the door
Ability to work in a fast-paced, highly collaborative environment, and function in global arenas
Excellent analytical skills and strong attention to details
Basic ability to read and understand Java/ C++ (any programming language)
Basic understanding of networking fundamentals and the TCP/IP model
Basic understanding of SQL and its functionalities
Comfortable navigating Github and submitting Pull Requests
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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
may vary by country - please reach out to your recruiter for more information
To learn more about Fivetran's benefits by region - click here.

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

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.

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