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Customer Support Engineer

Customer Support Engineer

FivetranDublin, Dublin, Ireland
17 days ago
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 Role

At Fivetran, our Customer Support Engineers (CSEs) tackle complex technical challenges while working closely with internal and external stakeholders to drive seamless issue resolution. Committed to delivering a world-class customer experience, our support team not only resolves issues efficiently but also proactively works to prevent future challenges.

As af Customer Support Engineer, you will play a critical role in troubleshooting complex technical issues, acting as a trusted advisor and technical champion for our customers. You will partner closely with Engineering, Sales Engineering, and other cross-functional teams to provide valuable insights that enhance product quality and reliability. Fivetran Support takes a collaborative and holistic approach, focusing not just on resolution but also on long-term customer success.

This is a full-time position based out of our Dublin office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.

Technologies You’ll Use

  • Zendesk, Grafana, Github, BuildKite
  • GCP, AWS, Microsoft Azure
  • Databricks, Snowflake, Data Lakes
  • SQL and SQL-like databases
  • Java, SQL, Clojure

What You’ll Do

  • Take full ownership of customer cases, from troubleshooting and root cause analysis to final resolution, ensuring a seamless support experience.
  • Provide advanced troubleshooting and assistance to Fivetran customers and partners via multiple communication channels (web, email, and virtual meetings, etc.)
  • Help customers globally in partnership with our APAC and AMER support teams.
  • Use Fivetran's environment, connectors, logs, and other diagnostic tools to efficiently identify and resolve incidents.
  • Partner with Fivetran’s Engineering and Product teams to submit bugs, address feature requests, and improve product stability.
  • Document solutions and insights in the knowledge base, fostering team-wide expertise and ensuring consistency in support delivery.
  • Collaborate with teammates on technical and strategic projects aimed at improving support processes, driving efficiency, and enhancing customer satisfaction.
  • Provide guidance and support to junior team members, helping to develop their technical skills, enhance problem-solving abilities, and promote career growth within the support team.
  • Skills We’re Looking For

  • Experience : 5 years in customer support
  • Extensive experience with relational databases, including Oracle, SQL Server, MySQL, and PostgreSQL.
  • Advanced expertise in database management, covering security, performance tuning, backup and recovery, and query optimization. Hands-on experience as a DBA in any relational database is a plus.
  • Strong knowledge of networking principles, including latency and connection troubleshooting.
  • Proficient in Unix and Linux operating systems.
  • Excellent analytical, problem-solving, and interpersonal skills.
  • A positive, results-driven mindset that contributes to successful outcomes.
  • Leadership abilities, including mentoring team members, fostering collaboration, and driving continuous improvement.
  • Bonus Skills​

  • Certifications such as Oracle Professional Certification, Microsoft Certified : Azure Database Administrator Associate, AWS Certifications, Snowflake Certifications, or any equivalent credential demonstrating expertise in databases, cloud platforms, and data management.
  • In-depth understanding of data replication technologies, methodologies, and best practices to ensure seamless data synchronization across systems.
  • Experience with ETL processes, data transformation, and integration tools used to streamline data movement and ensure data consistency across platforms.
  • LI-HYBRID

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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
  • Access to an innovative mental health support platform that offers personalized care and resources in areas such as : therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.
  • May vary by country and worker type - please reach out to your recruiter for more information
  • Click to learn more about Fivetran's Benefits by Region.

    We’re honored to be , but more importantly, we’re proud of our . Read about us in .

    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.

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