Job Description
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 RoleAt Fivetran, our Customer Support Engineers (CSEs) 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 Dublin office.Technologies You’ll UseDiverse REST and GraphQL APIs (prominent ones such as Stripe, Shopify, and Meta)GCP, AWS, Databricks, SnowflakeJava, SQL, ClojureWhat You’ll DoWork closely with Fivetran customers and other stakeholders to ensure timely resolution of reported incidents.Take end-to-end ownership of customer cases beginning with initial troubleshooting and identification of root cause until complete case resolution.Provide troubleshooting support to Fivetran customers and partners via multiple channels (web, email, 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.Experience and Skills Required1 - 5 years of experience in a technical support role.Excellent written and verbal communication skills in English.Highly developed, process-oriented skills for troubleshooting, problem-solving, and issue resolution.Good teamwork skills with a passion for building a positive culture.Ability to work in a fast-paced, highly collaborative environment.Excellent analytical skills and strong attention to detail.Basic ability to read and understand any programming language (preferably Java or C++) and experience in reading and analyzing Java stack traces and exceptions.Basic understanding of networking fundamentals and the TCP/IP model.Experience with databases (SQL and NoSQL) as well as basic SQL commands.Experience building or troubleshooting APIs.Understanding of Data Warehousing fundamentals and concepts.Experience in various operating systems such as Windows, UNIX/Linux.Comfortable navigating GitHub and submitting Pull Requests.Bonus SkillsExpertise in at least one SaaS REST API.Perks and Benefits100% employer-paid medical insurance*Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off.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.*May vary by country and worker type - please reach out to your recruiter for more information.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.To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don't hesitate to submit your request. We will work with you to provide reasonable accommodations to facilitate your participation. #J-18808-Ljbffr