What are the responsibilities and job description for the Senior Customer Support Engineer position at Fivetran?
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.
A technical minded individual with strong troubleshooting skills to be part of our dynamic technical support team. Not only will you be able to help our customers resolve technically complex issues, but you will also be working closely with the Engineering, Sales Engineering and other cross functional teams to provide feedback for improving the quality and reliability of our product.
As a Senior Customer Support Engineer at Fivetran you will:
- Provide timely troubleshooting and resolution for customer product tickets
- Resolves customer inquiries and issues on time, professionally and with a positive attitude
- Manage the customer relationship with respect to support tickets
- Develop, tests and document workarounds for product tickets reported
- Communicate with engineering to report and investigate customer issues
- Contribute solutions to the knowledge base
- Collaborate and provide guidance, and training to less experienced team members
Your Superpowers:
- Database experience knowledge of security, performance tuning, backup & recovery, and database query
- Unix or Linux OS experience
- Application development or support experience
- Flexibility to work multiple shifts
- Excellent analytical, problem solving, oral and written communication skills
- Excellent strategic thinking skills and interpersonal skills
- Proactive anticipation skills to prevent potential customer issues
- Positive attitude that leads toward successful outcomes
- A well-developed track record with database knowledge
- Oracle Professional Certification, Microsoft Certified: Azure Database Administrator Associate, AWS Certifications & Snowflake Certifications
- Independent, self-motivated, and quick learner
Perks and Benefits:
- 100% paid Medical, Dental, Vision and Basic Life Insurance. Benefits begin on your first day!
- Option of Health Savings Account (HSA) or Flexible Savings Account (FSA)
- Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off
- 401k match program
- Eligible donation match program
- Monthly cell phone stipend
- Home office setup reimbursement program for 100% remote employees
- Professional development and training opportunities
- Company virtual happy hours, free food, and fun team building activities
- Pet Insurance
- Commuter benefits to help with transit and parking costs
- Employee Assistance Program (EAP)
- Referral Bonuses
- RSU's - every employee is granted RSU's when they walk in the door
- Annual Camp Fivetran trip that brings together every employee from around the world
