Customer Support Engineer II

About the Role

Fivetran Support partners with some of the most passionate teams in the world, our customer’s teams, to deliver a best in class experience. Via a collaborative and holistic approach that is focused not only on resolution but also prevention of future issues the Customer Support Engineer (CSE) acts as our customer’s technical champion within Fivetran. At Fivetran our CSE’s 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 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 Bangalore office. This role will require working during fixed night IST hours ( 5PM - 2AM or 7PM- 4AM shift and occasionally 24X7). What You'll Do

• 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 - 5+ 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) and experience in reading and analyzing Java stack traces and exceptions
• Intermediate to advanced level understanding of networking fundamentals and the TCP/IP model
• Intermediate to advanced level experience with databases (SQL/NoSQL , Oracle,Postgres, Mysql, SQL Server, SAP Hana) .
• 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

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